Florida Department of Management Services - DMS ......ITN No: DMS Department of Management Services MyFloridaMarketPlace Service Provider -11/12 030 Copyright © 2012 Accenture. All

Department of Management Services MyFloridaMarketPlace Service Provider

ITN No: DMS-11/12-030

Copyright © 2012 Accenture. All Rights Reserved. Accenture, its logo, and Accenture High

Performance Delivered are registered trademarks of Accenture. 1

ATTACHMENT I: SCOPE OF SERVICES

SERVICE AREA TABLES

A. Program Management Service Area

A.1 Requirements

Accenture acknowledges and accepts all Program Management requirements as outlined below.

Requirement How Accenture will Meet this Requirement

PM-001: Establish and maintain office space to house the Service Provider’s MFMP team including a leadership team, Help Desk resources, Applications Management resources, Buyer Management resources, Vendor and Sourcing Management resources, Catalog Management resources, and Billing and Collection resources. Provide computers and other technology equipment for staff and necessary supplies. Provide space for up to 5 state resources for temporary use and conference rooms.

The Accenture Program Management team will provide a fully operational facility to support the complete MFMP team with room to support additional on-site resources as project demands may require. The facility will include office and conference room space for DMS personnel.

The address of the project office is 2002 Old St. Augustine Road, Suite E-45. This site is only 4.0 miles away from the Department of Management Services (DMS) at Southwood and 2.7 miles away from the Department of Financial Services (DFS) downtown. This close proximity facilitates easy collaboration with the Department and its agencies

PM-002: Ensure delivery of all program deliverables defined in each service area.

The Program Management team will utilize a program tracking tool monitored by the Accenture Program Manager to ensure all deliverables are completed.

We will utilize a defined Deliverable Quality Assurance Process so deliverables are of top quality.

PM-003: Produce and deliver service level reports showing actual performance against each service level expectations as defined in each service area.

The Program Management team will deliver a report each month that will include:

– An executive summary view of all SLE statuses with supporting details for SLE performance for the month and year to date.

– Supporting details for all system issues.

PM-004: Produce spend analytics and system utilization reports as a monthly Scorecard report to be delivered to the Department within 10 business days after the end of the month. This includes:

Strategic sourcing savings by month and by agency

Sourcable State spend under management

Sourcable spend vs. total state spend by major category (goods and services) by month

Total PO spend by agency by month

Total PO spend vs. statewide agreement

The Program Management team will produce a monthly scorecard including each of the 20 spend analytics and system utilization metrics included in the ITN. It is assumed that data inputs not directly managed by the MFMP Program will be provided by the 5th business day of each month for inclusion.

We will deliver the scorecard to the Department's designated recipient(s) by the 10th business day of each month electronically.


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PO spend by agency by month

Total PO spend by method of procurement by agency by month

Number of POs issued by method of procurement, agency, and month

MFMP payments compared to total state payments by agency by month

Total MFMP invoice payment by agency by month

Number of invoices paid by method of procurement, agency, and month

Minority vendor spend by agency by month

Average PO size by agency by month

Number of vendors receiving POs by agency by month

P-Card spend compared to total spend by agency by month

Catalog utilization by agency by month

Number of e-invoices received by agency by month

Number of e-invoices paid in MFMP by agency by month

Vendor e-invoice utilization by month

Number of e-Quotes performed and amount of e-Quote spend by agency by month

Number of Sourcing events performed by agency by month

PM-005: Produce spend analytics and system utilization reports as the Operational Metrics report to be delivered to the Department within 10 business days after the end of the month. This includes:

Requisition to PO cycle time by agency by month

Contract spend as a percent of total MFMP spend

Invoice to check cycle time by agency by month

Prompt Pay Act compliance

Number of POs

Number of invoices

Number of vendors registered by month

Number of Ariba Supplier Network vendors registered by month

Number of minority vendors registered by

The Program Management team will deliver a monthly operational metrics report that includes each of the 11 operational metrics identified by the Department in the ITN. It is assumed that data inputs not directly managed by the MFMP Program will be provided by the 5th business day of each month for inclusion. Such data inputs include for example Prompt Pay Act compliance which is tracked and managed by DFS.

We will deliver the scorecard to the Department's designated recipient(s) by the 10th business day of each month electronically.


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month, broken out by type of type

Number of total system users by agency by month, and number of active users by agency by month

Number of catalogs by month, and number of catalog items by month

PM-006: Assist in defining and creating additional analytic reports and dashboard items that will provide needed information for tracking to state goals. Reports and deliverables

delivered to the Department shall be accurate.

The Program Management team will review additional analytic reports, business initiatives to drive strategic goals, and potential scorecard items during Quarterly Strategy Review meetings with Department leadership.

We will also support compilation of data and production of the Procurement Balanced Scorecard included in the ITN to support measurement against goals. Data inputs not directly managed by the MFMP Program will be provided by the 5th business day of each month for inclusion. Such data inputs include for example procurement position changes and turnover rates within a period.

PM-007: Respond to requests to create additional analytic reports and analytic dashboard items.

The Program Management team is committed to providing the reports necessary for procurement to achieve its goals. We will request that the State support prioritization of report requests when numerous requests are received during the same period.

PM-008: Conduct an annual customer satisfaction survey of all agency users of MFMP, and report satisfaction findings. The draft survey should be presented to the Department for review and approval by August 15th of each year. The survey results shall be delivered to the Department for review within six weeks of the survey closing.

The Program Management team will administer, via a web-based tool, and summarize results from an annual customer survey, adjusting it as the Department's business needs evolve. Survey questions and answer possibilities will be reviewed and confirmed with DMS before issuance and by August 15th.

We will compare the survey results to the previous year(s) and include an action plan for improving customer satisfaction in areas needing attention.

We will deliver the survey results within six weeks of the survey closing.

PM-009: Create and maintain MFMP Program and operational performance presentations as needed to brief statewide stakeholders, including the Executive Office of the Governor, the Legislature, and other agency leadership.

The Program Management team will work with the Department to create and maintain program and operational performance presentations that highlight in simple terms the key features of the MFMP System, a summary of the MFMP operations, and, most important, progress against MFMP and State Procurement goals.

We will also work with the Department to develop specific presentations to support interaction with the various stakeholder groups as needed.

PM-010: Perform and deliver impact analysis as requested on how potential rule or statute

The Program Management team will perform and deliver impact analyses for rule, statute, enterprise technology,


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changes, enterprise technology changes, standard enterprise process changes, or agency custom change requests may impact the MFMP Program and its cost and success.

enterprise process and agency custom process changes that are identified as relevant to the MFMP Program by DMS

We will use our extensive experience across numerous private and public sector clients, as well as our experience with the State's procurement program and its policies to conduct these analyses in a consistent manner.

PM-011: Assist in the development and maintenance of a short-term and a long-term strategy for improving procurement in the State. The Department expects the Service Provider to bring significant market expertise to this requirement. This includes market research on procurement practices in private and public sectors, and quarterly strategy reviews and recommendations to the state (part of quarterly review requirement).

The Program Management team will lead quarterly strategy review meetings with key stakeholders in order to review progress on current initiatives and recommend continued improvements in the overall procurement function.

Our subject matter advisors, in addition to our MFMP leads, will participate in these meetings to help share leading practices with the State to shape short-term and a long-term strategies for improving procurement in the State.

Accenture will work with the State to set the schedule for the quarterly strategy review meetings in accordance with the State’s fiscal and budget cycles, likely including the Annual Goal Development workshop meeting being held in May.

The latest Strategic and Tactical Plan will be discussed in the strategy review meetings.

PM-012: Assist with establishing realistic annual and contract term goals for the eProcurement program, for both reducing operating costs and reducing the cost of goods and services. Service Provider is expected to collect data to track and report progress toward the goals on a monthly basis.

The Program Management team will work with the Department to develop annual and contract term goals for the eProcurement program. We expect these goals to align to the balanced scorecard goals for overall strategic alignment. The goals will be reviewed at each Quarterly Strategy Review.

We will track progress against these goals and report it as part of the scorecard updates.

The latest Strategic and Tactical Plan will be discussed in the strategy review meetings. Discussions during the review meetings will help inform future updates to the Plan.

PM-013: Perform oversight, including resource planning, risk management, change control, budget control, and quality assurance, for the following service areas:

Application Management

Buyer Management

Vendor and Sourcing Management

Help Desk Management

Catalog Management

Billing and Collections Management

The Program Management team will provide program oversight across all service areas.

We will include quality assurance measures across all the areas, enhancement reports for change and budget control, and risk management processes.

We will also continue our firm-wide practice of periodic quality assurance reviews by an Accenture senior executive not involved in the day to day delivery of the project. This provides another avenue for issue resolution and Accenture support as needed.


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PM-014: Develop the agenda and be prepared to (any time after five business days from delivery of agenda) conduct quarterly reviews with DMS senior management of MFMP Program operations, including key statistics, goal tracking, challenges and successes, strategy review, and recommendations.

The Program Management team will develop an agenda and supporting materials for the quarterly reviews with DMS leadership.

We will participate as requested in meetings to review the developed content and any follow up on any related action items.

PM-015: Upon request, provide the Department with any necessary data and documents to enable the Department to timely respond to public records requests and/or subpoenas.

The Program Management team will leverage knowledge of existing data warehouses and the MFMP data repository to respond to public records requests in a timely manner.

PM-016: Adhere to DMS Standards and Policies that DMS will provide upon Contract execution.

The Program Management team is familiar with, and will adhere to, DMS standards and policies

PM-017: Establish an online collaboration site for sharing documents and other program information.

The Program Management team will provide a Microsoft SharePoint collaboration site for both the DMS and Accenture teams to use for MFMP-related documentation.

PM-018: Provide a transition plan for the end of the life of the Contract.

The Program Management team will provide transition plans as needed for each of the program service areas as they are transitioned back to the State, or to an alternate Service Provider. We will align the methodology for transition included to the current overall MFMP Transition Plan that has already been reviewed and accepted by DMS.

PM-019: Continue to support, run, and post program reports on the MFMP File Transfer Protocol (FTP) site.

The Program Management team will continue to maintain the DMS-hosted FTP report site and post agency and enterprise reports as scheduled to that location.

PM-020: Establish a program operations plan. The plan will be updated yearly by the Service Provider and reviewed with the Department. The plan should include but not be limited to:

All processes to support program operations,

Standard processes security controls, and Performance monitoring

The Program Management team will continue to maintain an Operations Plan which comprehensively covers the processes performed, tools utilized, and resources involved across all program service areas.

PM-021: The Service Provider shall be responsible for taking meeting minutes for meetings held with the Department and shall include a list and description of all discussions points, action items and deliverables, responsible party, and projected delivery dates.

The Program Management team will develop meeting minutes for key MFMP meetings. In doing so we will use a standard template, which will include participants, discussion points, actions items with associated due dates and responsible parties, and deliverables. Examples of key MFMP meetings will include:

– Customer Review Board (CRB) meetings.

– Customer RoundTable (CRT) meetings.

– Quarterly Strategy Reviews.


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– External Stakeholder meetings.

– PMO meetings.

– Initiative Review meetings.

We will include a Quality Assurance Director and rigorous quality assurance program that includes Accenture oversight and customer support outside of the day-to-day project management team.

We will include Procurement Advisors from our Transformational Procurement group to bring to the State industry leading best practices in procurement.

We will invite the State of Florida to participate in the CPO Circle, an Accenture organized community that offers both public and private sector members access to a wealth of knowledge and expertise in sourcing and procurement. Participation in the CPO Circle facilitates knowledge sharing among procurement leaders in the public and private sector.

We will maintain and track a roll-on/roll-off checklist to confirm appropriate security access and controls for people working on the MFMP Project, supporting state audit inquiries.

We will implement Accenture’s Data Privacy Standards across project operations, including but not limited to, completing random security walkthroughs to confirm proper handling of Client Data.


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A.2 Deliverables

Accenture will provide Program Management Deliverables as outlined below.

Deliverable Due Date Description (with cross-reference to Requirements as applicable)

DEL-PM-1: Transition Plan into the Next Contract

5 days after the Contract execution date

Documentation describing the approach to transition into the new contract. --- Since Accenture is the current MFMP service provider a full Transition Plan is not necessary; however, a plan will be created that defines timelines for new processes and SLE measurements to be activated in accordance with the new Contract, not to exceed 90 days past the final signing of the Contract.

DEL-PM-2: Documentation of MFMP Organization

30 days after the Contract execution date and updated annually with the Operational Plan

Documentation including the MFMP Project organization chart, staffing plan, and other relevant organization.

DEL-PM-3: Staff Review Report

Quarterly by the 10th of the month following the quarter

Document providing a list of personnel on staff with physical and system access.

DEL-PM-4: Service Expectation Performance Report

By the 10th business day of each month for prior month’s performance

Report that will document actual performance in each service area, against each contracted service level expectation. --- PM-003

DEL-PM-5: Scorecard


Report providing regular metrics as described in the Program Management Requirements. This includes program goals and the progress towards the goals. --- PM-004

DEL-PM-6: Annual Customer Satisfaction Survey

Completed annually in the fall (September- October)

The survey used to measure customer satisfaction in use of systems. Survey measuring customer satisfaction with the centralized purchasing function. --- PM-008

DEL-PM-7: Annual Customer Satisfaction Survey Results

Within 6 weeks after the close of the survey

Report summarizing the results of the annual customer satisfaction survey. --- PM-008

DEL-PM-8: MFMP Program and Operational Performance

As requested Presentation as requested and as described in Program Management Requirement PM-009. --- PM-009

DEL-PM-9: Impact Analysis

As requested Analysis as requested and as described in Program Management Requirement PM-010. --- PM-010

DEL-PM-10: Meeting Agenda

10 business days prior to the scheduled meeting

Agendas for quarterly review meetings. --- PM-011


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DEL-PM-11: Meeting Minutes

Two business days after meeting

Minutes documenting Customer meetings (i.e. change review board meetings, or customer roundtable meetings). --- PM-021

DEL-PM-12: Service Area Transition Plans

45 days from a DMS notice of intent to transition

A document describing the approach to transition service areas during the Contract term (e.g., help desk)..--- PM-018

DEL-PM-13: End of Contract Transition Plan

9 months after Contract execution date and delivery of a more detailed plan one year prior to contract end date

A document describing the approach for transitioning to a new service provider at the end of the contract. --- PM-018

DEL-PM-14: Operations Plan

Annually by January 15th

A document describing the plan for operations, including security and performance controls and standards, and a list of software used to support the applications. --- PM-020

DEL-PM-15: Operational Metrics Report


A report providing the monthly system utilization information. --- PM-005

DEL-PM-16: Status Reports

By 2pm on Mondays for the prior week’s activities

A weekly report providing information regarding the program status and program accomplishments.

DEL-PM-17: Strategic and Tactical Plan

May 30th annually and updated by the end of each state fiscal quarter

Quarterly updated strategic and tactical plan, including a two year outlook addressing projected initiatives and costs for budget and planning purposes. --- PM-012


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A.3 Service Level Expectations

Accenture acknowledges and accepts all Program Management service level expectations as outlined below.

Service Level

Expectation Duration Amount at Risk

Calculation/Measurement Details

SLE-001: Delivery of service expectation performance reports (for all service functions) timely.


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Service Level



business days of escalation with resolution occurring between the first business day and the last business day of the measurement month

C = all help desk tickets escalated from Tier 1 to Tier 2, and subsequently escalated to Tier 3 or DMS within 3 business days of escalation with Tier 3/DMS escalation occurring between the first business day and the last business day of the measurement month

SLE-002 % = (B + C) / A x 100

For the sake of calculating business day turnaround, each ticket logged during a business day will be considered as having been received by the end of that business day. As such, the required timeframe for closure or Tier 3/DMS escalation is by 6pm EST on the third following business day. The Pivotal tickets for this metric will leverage the Service Level field values of "Category 1 - Critical Issue", Category 2 - High Issue", "Category 3 - Medium Issue", "Category 4 - Low Issue" or “Category 6 – General Inquiry” which is the initial classification assigned for every customer inquiry. Excluded from the metric are tickets with the following Topic values: “Failed PO”, “Vendor Edit Report”, or “Awaiting Customer Response”. Also excluded from the metric are tickets where the CR Number or SIR Number field is populated. The following process will be implemented to address tickets in a status (Topic value) of “Awaiting Customer Response”: 1) For any open ticket in the “Awaiting

Customer Response” status, the help desk will attempt to contact the user once a week for two consecutive weeks. The Pivotal ticket will be updated with the dates / outcomes of each of the follow up contacts.

2) After two weeks of being in the “Awaiting Customer Response” status without receiving the necessary customer response, the ticket will be


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Service Level



updated and closed, concluding with an email to the customer.

3) Should the customer call back with the requested information after two weeks, a new ticket will be opened if appropriate and the old ticket will be referenced in comments.

The following process will be implemented to populate the Issue Open Date/Time field: 1) When generating a Pivotal ticket as a

result of a phone call received by the help desk, the Issue Open Date/Time field will be populated with the date and time that the phone call was answered.

2) When generating a Pivotal ticket as a result of a voice message received by the help desk, the Issue Open Date/Time field will be populated with the date and time that the voice message was received as recorded within the call management tool.

3) When generating a Pivotal ticket as a result of an email received by the help desk, the Issue Open Date/Time field will be populated with the date and time the email was sent by the customer. The date/time value will be taken from the timestamp displayed on the customer's original email. For those emails sent from a time zone outside of Eastern Standard Time, the date/time will be adjusted to reflect the Eastern Standard Time (e.g., if the date/time shows 10:13 am CST, the Issue Open Date/Time field will be populated with 11:13 am EST). For any cases where the time reflected on the email is not feasible (e.g., the date is in the future due to a configuration issue on the sender's computer), the Issue Open Date/Time will be populated with the date/time the email was received by the agent.


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B Application Management Service Area

B.1 Requirements

Accenture acknowledges and accepts all Application Management requirements as outlined below.


Apps-001: Provide support and maintenance for the Ariba Suite (Buyer, Analysis, and Sourcing) and its customizations, interfaces, batch jobs, and reports, ensuring adequate performance and accurate processing. Includes applying application patches (for security and bug fixes) in a timely manner and implementing enhancements to the current version as they become available. (The Ariba application went through a major upgrade to Buyer 9r1 in the third quarter of 2011, along with hardware upgrades. A major upgrade is not planned in the new Contract.)

The Application Management team will provide functional testing and performance testing/tuning needed to support the customized Ariba applications and related batch jobs and reports.

We will evaluate Ariba application patches and coordinate and schedule any planned implementations with DMS.

We will use our ADM methodology and PMI principles to guide our team in support and maintenance activities

Apps-002: Provide support and maintenance for the VIP applications. Support of this application may be removed from this contract after the first year and moved to internal State resources.

The Application Management team designed and developed the Java SpringSource-based Vendor Information Portal (VIP) application. The VIP includes the Billing and Collections, Vendor Registration, and Vendor Performance Tracking applications. It also contains the Spring-batch components to manage many of the complex file-based batch interfaces used by the MFMP System. As the creator of this application, our team will leverage its knowledge of VIP to provide quality ongoing support and knowledge transfer to the State, if requested.

The Application Management team will provide functional testing and performance testing/tuning needed to support the custom VIP applications and related batch jobs and reports.

We will use our ADM methodology and PMI principles to guide the team in its support and maintenance activities.

Apps-003: The Service Provider will maintain a development environment at their physical site, to include the necessary software tools and hardware, to support, maintain, and enhance the Ariba suite, the VIP applications, and any other systems used in the operations of the MFMP Program, the monitoring of system health and availability, and the monitoring of system transactions to verify successful completion of these transactions.

The Application Management team will maintain individual virtual environments for each developer.

We will use industry standard application development tools such as, but not limited to, Eclipse Java IDE, TOAD, Araxis, Perforce, and Artifactory.

We will handle application code and repository versioning tools, such as Perforce. Code versioning will help the team maintain an audit trail detailing developer-specific updates for application code which creates a tight quality control within the development environment.

We will use the development, system testing, and


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performance testing environments to support application management activities. This will enable coding changes to be implemented in a controlled environment where they are carefully tested for confirmation of intended functionality and we validate that the changes do not negatively impact online response time or existing functionality.

We will use custom FLAIR integration monitoring.

We will use a monitoring tool, such as HP Business Availability Center (BAC), to monitor system performance from a user experience within the specified MFMP Systems to measure how long it takes for a screen to return after a user clicks a button.

We will use monitoring tools, such as SiteScope and BAC, to provide alerts of potential outages of the MFMP applications. These alerts will be sent automatically to our 24-hour on call resources.

We will use processes and tools tailored to monitor the MFMP System.

Apps-004: Monitor performance of all applications to ensure a positive user experience by all users of the MFMP applications.

The Application Management team will use a monitoring tool, such as HP Business Availability Center (BAC), to monitor system performance and availability from a user experience within each MFMP System.

Apps-005: Monitor all production batch jobs and system processes, ensuring successful completion and accurate processing.

Using industry standard tools, Accenture has developed specifically for MFMP an extendible batch framework to monitor production batch jobs. The tools used include a custom MFMP-specific master batch shell-based program that provides daily status of the batch jobs that run each night.

We will use a proven, custom Java SpringSource batch management program to organize, monitor, and if needed recover failed batch jobs.

We will review the Daily Master Batch results each morning. Those results summarized will include:

– Manually verified status of all MFMP production applications

– Punch-out verification

– Training environments verification

– Confirmation that the iWay integration component used to send and receive messages with FLAIR is fully operational

– Summary of major data loads and their processing times (Analysis load, OSD load, FLAIR Chart of Accounting load, VIP vendor load to Buyer)

– System defects (identified as SIRs) that are being monitored for additional research or for production workaround

We will coordinate batch recovery as necessary.


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Apps-006: Monitor all production report generation, ensuring successful completion and accurate report results.

The Application Management team will use a custom reporting solution to generate agency requested ad-hoc reports.

We will configure the automated monitoring to:

– Alert the Application Management team of report creation issues.

– Verify that reports are created and posted. For any report issues our application management team will work to correct and post as soon as possible.

Apps-007: Monitor the FLAIR interface and related system logs to ensure successful transactions and accurate information, working closely with DFS on any and all issues.

We will use multiple tools and processes, such as SiteScope, CA Wily Introscope, and custom iWay integration monitoring scripts, to monitor the health of the MFMP-FLAIR real-time interface.

We will perform production support activities daily to monitor failed transactions.

We will also oversee an automated queued transaction recovery task that will run at regular intervals during business hours to coincide with FLAIR uptime.

When a FLAIR issue occurs, we will work together effectively with DFS to resolve any issues between the two systems quickly and with minimal impact to the users.

Apps-008: Maintain up-to-date, adequate system documentation, documenting applications specifics, architecture information, and configuration.

The Application Management team will maintain necessary application and technical documentation related to the MFMP Systems.

We will manage the documentation carefully for version control. The documentation is available for troubleshooting and for guiding consistent maintenance and monitoring of applications. The documentation will be available to MFMP team members and to DMS leadership. It will be stored on the project Sharepoint for easy accessibility. The documentation includes:

– Operation plans

– Configuration management plans

– Disaster recovery plans

– Code migration processes

– Batch schedule

– iWay component configuration

– Interface and integration manuals

– Technology Plan

– Existing design documents

– Code repository processes

Apps-009: Maintain a positive relationship with the SSRC and work collaboratively with the SSRC to ensure proper performance and availability of all MFMP Program systems.

The Accenture team relocated the MFMP infrastructure to the SSRC in 2007 and is familiar with the SSRC processes and people.

We will maintain a positive and collaborative working relationship with the SSRC.

To facilitate the most effective working relationship, the MFMP


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Application Management team will meet with SSRC representatives regularly. We will also be proactive in discussing significant upcoming infrastructure and application changes that require SSRC participation or may impact their ability to fulfill their responsibilities as it relates to MFMP support. We will also be responsive in cooperating with SSRC personnel regarding upcoming changes to SSRC infrastructure that may impact the MFMP environment.

We have worked with the SSRC and DMS to align our responsibilities, as defined in the Responsibilities Matrix in section 2.3 below.

Apps-010: Maintain a Disaster Recovery plan, in coordination with the SSRC, that outlines steps to fail over production processing for Ariba Buyer to the DR site, and steps to recover from a disaster and move processing successfully back to the SSRC. DMS requires a Recovery Time Objective (RTO) of 24 hours, and a Recovery Point Objective (RPO) of one hour. The disaster recovery plan should reflect these objectives. The service provider is expected to support the disaster recovery plan with application management and support service.

The Application Management team will follow an MFMP disaster recovery (DR) plan.

We will test the MFMP disaster recovery site annually in collaboration with SSRC and update the plan as necessary.

Apps-011: Evaluate the Disaster recovery plan and make recommendations to include the VIP.

We will perform an evaluation of the current DR infrastructure and licensing to establish an estimate and a plan for implementing DR for VIP.

Apps-012: Test the Disaster Recovery plan once per year, and deliver the results to the DMS Chief Information Officer.

We will test the MFMP disaster recovery site annually in collaboration with SSRC.

We will deliver and review the results of the test with the DMS Chief Information Officer and other DMS project management team members.

Apps-013: Provide maintenance and support for all applications used internally (within the MFMP Program) to automate and support MFMP operations, which might include IVR system, help desk software, ticket tracking system, system monitoring applications, training development applications, bug tracking applications, etc.

Our team will perform regular maintenance activities on the applications needed to support internal operations of the MFMP Program. Major internal applications include: help desk tools, MFMP active directory, ticket tracking, code repository, development IDE tools, performance monitoring tools, system monitoring tools, MFMP IVR and call routing, MFMP development tools, MFMP development/test environment, and MFMP project site domain/tools backup management.

We will use email services from the State for project based email accounts for communications with customers of the system. This will require that the State provide a total of approximately 25 email accounts for the MFMP team members and listserv capabilities.


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Apps-014: Perform Tier 3 support for help desk and trouble tickets involving data issues or application processing.

The Application Management team will work collaboratively with the Help Desk team on ticket escalations.

We will escalate tickets not resolved at the Tier 2 level to Tier 3, and resolve tickets at the Tier 3 level in accordance to the SLE defined timeframe.

Apps-015: Assist with research and problem resolution to finance and accounting discrepancies between Ariba information and the state’s FLAIR system.

We will monitor and evaluate the reconciliation of FLAIR transactions with the MFMP Buyer applications.

We will provide the Department of Financial Services (DFS) a file with MFMP payment information from the previous month by the 20th of each month. MFMP will receive reconciliation files from DFS by the 25th of each month. Our team will then analyze the reconciliation data.

We will conduct monthly meetings with the DMS team to review the number of process transactions and error rate (those transactions that were not reconciled).

We will record system issues and distribute the information for research.

We will work with the DMS team to notify agencies of un-reconciled transactions that are not a result of system issues (such as mismatches on disbursement transactions that were marked as paid directly in FLAIR).

Apps-016: Assist with catalog additions, changes, and deletions as necessary.

We will deliver high quality and timely catalog additions, updates, and deletions.

Apps-017: Assist with incorporating any documents or data into the Ariba and VIP applications that may require developer or technical assistance.

The Application Management team will support the Department's needs to implement changes (several examples include modifications related to units of measure, methods of procurement, commodity codes, news feeds, terms of use and business rules) utilizing standardized processes.

We will assist the Department in evaluating system impacts as a result of Florida statute or rule changes.

For changes requiring customization to the Ariba or VIP applications, we will provide estimated level of effort, and changes may be implemented at the Department’s discretion using Service Hours.

Apps-018: Load data feeds from external sources like FLAIR into the Analysis module for reporting and analytics

The Application Management team will monitor, manage, and support the loading of data into the Ariba application including, but not limited to, the two existing FLAIR data loads:

– Weekly encumbrance information

– Monthly payment information

For any new external sources of data to be loaded into the Analysis module, we will provide estimated level of effort, and changes may be implemented at the Department’s discretion using Service Hours.

Apps-019: Ensure fulfillment of production and ad-hoc report requests.

The Application Management team will support agency ad-hoc monthly report requests in accordance to the related service


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level expectation (SLE).

We will use the Department's FTP reporting website and Analysis reports to meet agencies’ reporting needs.

Apps-020: Respond to minor customization requests for VIP and Ariba due to rule changes, statute changes, FLAIR changes, or enterprise processing changes.

The Application Management team will work with the Department's project team to estimate, design, develop, test, and implement customizations.

Any such customization requests requiring less than 40 hours to implement will be done as a standard part of Application Management services. For any change requiring 40 or more hours to implement, we will provide the estimated level of effort, and changes may be implemented at the Department’s discretion using Service Hours.

Apps-021: Directly interface and work closely with any other vendor contracted to interface with or make changes directly to the Ariba suite or VIP application. DMS reserves the right to contract with a different vendor for more substantial system changes that require additional costs, if it is in the best interest of the state.

The Application Management team will collaborate with vendors contracted by the Department for enhancing the MFMP Program. We will work closely and collaboratively with Ariba, the SSRC and DMS IT, in addition to the vendor(s).

Apps-022: Comply with Florida Information Technology Resource Security Policies and Standards (Chapter 71A-1, Florida Administrative Code.)

The Application Management team will operate and maintain the MFMP suite of applications in accordance to the Florida Information Technology Resource Security Polices and Standards (Chapter 71A-1, FL Administrative Code).

Apps-023: Comply with s. 508 of the Rehabilitation Act of 1973, as amended and 29 U.S.C. s. 794(d), including the regulations set forth under 36 C.F.R. part 1194. Section 282.601(1), F.S., states that “state government shall, when developing, competitively procuring, maintaining, or using electronic information or information technology acquired on or after July 1, 2006, ensure that State employees with disabilities have access to and are provided with information and data comparable to the access and use by State employees who are not individuals with disabilities.”

The Application Management team will work with agencies and customers that require special assistance in accessing the Ariba or VIP applications.

We will work with agencies in a manner consistent with what we have done in the past. For example, for the Florida School of Deaf and Blind Services agency customers, we provided one-on-one support and coaching.

Apps-024: Establish a system fix/change review process with the Department for reviewing and prioritizing system development efforts.

The Application Management team will conduct regularly scheduled bi-weekly meetings of the SIR Review Board (SRB) to review all open system investigation requests (SIRs). The SRB consists of Department MFMP Program members and Accenture project team members.

During the review meetings we will work together to categorize and prioritize new SIRs, and confirm closure of implemented SIRs.

We will schedule upcoming system changes, including SIRs,


ITN No: DMS-11/12-030




change requests, infrastructure maintenance and system patches.

Apps-025: Prepare design documentation and estimates for change requests submitted by the Department. The Service Provider will be responsible for tracking all change requests.

The Application Management team will provide estimates and design documentation for change requests approved by the Department.

We will review those change request documents with Department's MFMP project leadership as well as agency representatives assigned to the change review board (CRB).

Apps-026: A root cause analysis report shall be provided to the Department within three business days of any system outage.

The Application Management team will develop root cause analysis (RCA) documents within three business days of any MFMP System outage.

The RCA will include a timeline of events, description of problem, lessons learned, and corrective actions applied to mitigate future outages.

The RCA will also include any 3rd party support ticket information (MyFloridaNet, Oracle, Ariba, Cisco, F5, IBI, DFS FLAIR support, etc.) that is relevant to the MFMP System outage.

Apps-027: The contract SLEs will apply to the performance of Buyer running under an activated disaster recovery, and will require similar application monitoring. The Service Provider will be held to the SLEs within their responsibility.

In the development of the Disaster Recovery Plan, consideration will be taken to enable the application SLEs to be met in a failover scenario to the disaster recovery site.

Apps-028: The Service Provider initiates the MFMP Payment reconciliation process with DFS. By the 20th of each month the Service Provider will send DFS a payment record file containing the prior month’s transactions. DFS will provide an updated file within 5 business days. The Service Provider shall reconcile the payments as indicated in SLE-022 by the 15th of the month following the receipt of the file.

Accenture will prepare the payment reconciliation file monthly to include payments in MFMP from the prior month. This file will be provided to DFS who will then return the file updated with payment reconciliation information from FLAIR. Accenture will then complete reconciliation as needed with the files and summarize the results by the 15th of the following month.

Results will be reviewed with DMS as requested.

Accenture will maintain comprehensive testing documentation, including detailed procedures and testing scripts, which are updated on a regular basis for system enhancements and when new issues are identified

Accenture will coordinate with State Term Contract vendors to support testing and implementation of electronic interfaces through the Ariba Network, including punch-out catalogs, purchase order issuance, and electronic invoice processing

We will periodically refresh the Buyer training database with production-like data to make the training exercises for agency users more realistic and useful

We will support and collaborate with DIS team within DFS to support MFMP interface testing with their infrastructure and code changes, such as supporting their software upgrades


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(CICS Natural, etc.) and FLAIR disaster recovery testing

Accenture will support Department communications by coordinating the inclusion of State Purchasing messaging within the MFMP applications

We will deploy scripts, such as HP BAC agents, to agency locations as needed to help troubleshoot anomalies in online response time in a particular building

Accenture will install and configure tools, such as Wily Introscope, to monitor specific components of application performance, providing the Application Management team with additional troubleshooting support, but also providing insight to Department personnel regarding the overall health of the application at any point in time

We will incorporate extensive quality assurance practices in system development and configuration management, including complete system quality checks after every code release which prevents interruptions to business processing

We will perform an evaluation of the current MFMP reporting capabilities within Contract Year 1 in collaboration with the Department. The evaluation will consider the State’s two high level reporting needs: 1) analytical reporting to understand/evaluate spending patterns in support of strategic sourcing and effective management of the State’s spending/contracting practices going forward; and 2) operational reporting in support of day-to-day, week-to-week and month-to-month purchasing and F&A agency transaction management, including reviews of procedural patterns by any reviewing entity such as the auditors. The evaluation will result in a recommendation for continuation, modification and/or replacement of existing MFMP reporting capabilities including Ariba Analysis and the FTP Reporting Site. Any changes that are to be implemented from this evaluation would need to be covered through Service Hours or through a change order with separate payment.


ITN No: DMS-11/12-030



B.2 Deliverables

Accenture will provide Application Management Deliverables as outlined below.


DEL-Apps-1: Technology Plan

Within 30 days of Contract start

Document providing a detailed plan of the technology used. This will include architecture diagrams (both physical and logical) of the MFMP production applications, a listing of all software leveraged across production applications along with each product’s function, and a listing of all tools used to monitor and manage the production application along with each product’s function. This document will be evaluated and updated as needed on a quarterly basis. --- Apps-008

DEL-Apps-2: Updated System Notes

One day after the change or modification

Documentation of changes or modifications to systems and configurations. --- Apps-008

DEL-Apps-3: Disaster Recovery Plan

Within 90 days of Contract start

Plan for disaster recovery of software and data. The DR Plan must also include the ability to restore service to the primary data center, with up-to-date transaction data, in agreed upon timeframe from the date the data center is declared operational. --- Apps-010

DEL-Apps-4: Disaster Recover Test

Annually within 30 days of the Contract anniversary date

Document providing the results of the annual test of the disaster recovery plan. --- Apps-012

DEL-Apps-5:

Ad-hoc Reports

As needed within 20 business days of request

Reports requested on an as needed basis, approved by the Department. --- Apps-019

DEL-Apps-6:

Audit Responses

As needed within 24 hours of request

Document providing responses to questions from the Inspector General, the Attorney General, and security audits from the Agency for Enterprise Information Technology.

DEL-Apps-7: Change Request and Bug Fix Tracking

Every other week or as requested by the Department

A mechanism used to monitor and prioritize change requests and issues to be fixed (SIR fix). --- Apps-024

DEL-Apps-8:

After Action and Root Cause Analysis

3 Business Days after incident is resolved

A report explaining incidents that impact system availability. --- Apps-027


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B.3 Infrastructure/Technical Support Responsibilities Matrix

The technical and infrastructure management primary responsibilities for the MFMP systems between Accenture and the Southwood Shared Resource Center (SSRC) are defined as outlined below.

Task Responsible Comments

Accenture SSRC

Operations

Tape Backup

Hardware Maintenance & Upgrades

System Monitoring

Security Monitoring SSRC handles intrusion detection at all layers, except the network, which is handled by DivTel

Application Security Testing

Storage Management

License Renewals for Operating System and Database Software

Database Administration

Access Control & Audit

Session Monitoring

User Creation & Administration

Space Management & Allocation

ASM, NFS Mounts, etc.

Oracle Memory Administration & Monitoring

Oracle Memory Tuning & Recommendations

Creation & Analysis of Oracle AWR Reports

Schema & Table Creation

Database Instance Backup & Restore

Script & Cron Management at User Account Level

Script & Cron Management at Oracle/Root User Account Level

Jobs which require Oracle/Root User Account to run

Database Patch Compatibility Research for Infrastructure

Database Patch Compatibility Research for Applications

Accenture will validate that patches are compatible with applications

Patch Implementation for Hardware & OS


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Application Patch Implementation

SQL Development

Systems Administration

Application Code Deployment (Ariba, SpringSource, iWay)

Application Interface Management & Recovery

Network Interface Management & Recovery

Operating System, Hardware, Storage Patch Compatibility Research for Infrastructure

Operating System, Hardware, Storage Patch Compatibility Research for Applications

Accenture to confirm patches are compatible with applications

Patch Implementation

Ariba Application Configuration

Application Monitoring

(Ariba, SpringSource, iWay)

Storage Monitoring

Storage Capacity Planning

Environment Build Out through DB Layer

Environment Build Out for Application & Web Layers

Disaster Recovery Testing

Operational Data Updates

Project Site Development & Infrastructure Management

Ariba Email Configuration & Administration

Network Administration

Project Site Management & Administration

Application Load Balancing (F5s)

Certificate Management

MFMP System Firewall at SSRC

MFMP Cisco ASA

MFMP System Firewall at QTS

QTS Cisco ASA


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Security Scans & Remediation

Secure Tunnel Management for SSRC & QTS

Secure Tunnel Management for Project Site

Cisco Switch Management

Performance Management

Capacity Planning

Hardware & Infrastructure

System Diagnostics

Application Performance Monitoring

Ariba Analysis & Tuning

JVM Analysis & Tuning

BEA Weblogic Analysis & Tuning

iWay Interface Analysis & Tuning

Apache Analysis & Tuning

Oracle Analysis & Tuning

Project Site Network Analysis & Tuning

SSRC & QTS Network Analysis & Tuning

Load Testing

Agency Performance Triage & Research


ITN No: DMS-11/12-030



B.4 Service Level Expectations

Accenture acknowledges and accepts all Application Management service level expectations as outlined below. As stated in the ITN, the Department recognizes that a significant part of system availability responsibility lies with the SSRC. Therefore, the Service Provider will be held accountable for service level expectations only to the extent that it has control and ownership of technical components and services. This includes appropriate planning and recommendations for sizing, configuration, and capacity.

Service Level Expectation Duration Amount at Risk


SLE-003: System availability for Ariba and VIP applications.

>= 99% of scheduled availability

Monthly $5,000 per percentage point, or fraction thereof, less than 99%

The Application Management team will deliver 99% or greater system availability of the Buyer, Sourcing, Analysis, and VIP applications during Scheduled Availability. Scheduled Availability will be 6 a.m. EST-midnight Monday through Saturday, and noon EST- midnight on Sundays, excluding State paid holidays; other planned and communicated downtime with State approval; and downtime imposed by or resulting from the actions of other entities (including SSRC, Divtel etc.).

We will use tools, such as SiteScope, 24x7 to confirm that the front pages of the Buyer, Sourcing, Analysis and VIP applications are all available.

Due to the nature of the calculation, total routine availability and other downtime will be calculated in minutes prior to determining the Monthly Availability.

An outage/restart of the applications will be considered Unplanned Downtime when it occurs outside of the Scheduled Downtime periods.

Any occurrence of Other Downtime excluded from the measurement will require State approval.

Any outages that occur will be reported in the PM Exceptions section of the weekly status report for the sake of ongoing monitoring throughout the month.

Measurement Calculation

Gross Availability (GA) = # of days in calendar month x 24 hours


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Scheduled Downtime (SD) = (6 hours * # of non-Sundays in calendar month) + (12 hours * # of Sundays in calendar month) + approved scheduled downtime

Total Routine Availability (TRA) = GA - SD

Net Availability (NA) = TRA - Other Downtime (OD)

SLE-003 % = (NA/TRA) x 100

SLE-004: Severity 1 System Outage – response time during business hours

Within 30 minutes

Monthly $10,000 per 30 minutes the Department is not notified of the issue

The Application Management team will respond to Severity 1 System Outages during Business Hours within 30 minutes. A Severity 1 System Outage is defined as an outage that results in the unavailability of Buyer, Sourcing or the MFMP/FLAIR interface to greater than 50% of MFMP customers during scheduled availability.

We will use tools, such as SiteScope, 24x7 to confirm that the front pages of the Buyer, Sourcing and integration (iWay) applications are all available.

We will distribute notifications within 30 minutes if the front page of the Buyer, Sourcing or integration applications cannot be accessed during Business Hours.

We will receive distribution lists for these communications from the Department.


SLE-004 minutes = Number of minutes between occurrence of each Severity 1 System Outage during business hours and the distribution of notification of the outage to the DMS Project Manager

Penalties assessed for each outage for which the SLE-004 metric exceeds 30 minutes

Response Time (Acknowledgement of outage) = electronic mail, text message, or voicemail to DMS Project Manager

For each Severity 1 System Outage there will be 3 Pivotal tickets created: 1. Ticket for Response


ITN No: DMS-11/12-030





Time, 2. Ticket for Resolution Time, 3. Ticket for Tracking creation of the Root Cause Analysis.

The Pivotal tickets for this metric will leverage the Service Level field value of “Severity 1 – System Outage”. In addition the Pivotal ticket will leverage a Topic field value of either “Severity 1 - Acknowledge Bus Hours” or "Severity 1 - Resolution Time".

The ‘Issue Open/Close Date/Time’ fields within Pivotal will be used to record the start and response time for the outage.

SLE-005: Severity 1 System Outage – response time during non-business hours.

Within 60 minutes


The Application Management team will respond to Severity 1 System Outages during non-Business Hours within 60 minutes. Severity 1 System Outages are defined as the result of the unavailability of Buyer, Sourcing or the MFMP/FLAIR interface to greater than 50% of MFMP customers during scheduled availability.

We will use tools, such as SiteScope, 24x7 to confirm that the front pages of the Buyer, Sourcing and integration (iWay) applications are all available.

We will distribute notifications within 60 minutes if the front page of the Buyer, Sourcing or integration applications cannot be accessed during non-Business Hours.



SLE-005 minutes = Number of minutes between occurrence of each Severity 1 System Outage during non-business hours and the distribution of notification of the outage to the DMS Project Manager




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For each Severity 1 System Outage there will be 3 Pivotal tickets created: 1. Ticket for Response Time, 2. Ticket for Resolution Time, 3. Ticket for Tracking creation of the Root Cause Analysis.

The Pivotal tickets for this metric will leverage the Service Level field value of “Severity 1 – System Outage”. In addition the Pivotal ticket will leverage a Topic field value of either “Severity 1 - Acknowledge Non-Bus Hours” or "Severity 1 - Resolution Time".


SLE-006: Severity 1 System Outage – resolution time. For issues not resolved in 4 hours status updates must be provided every 2 hours until resolved.

Within 4 hours

Monthly $5,000 per hour if the outage is not resolved in 4 hours

The Application Management team will resolve Severity 1 System Outages within 4 hours. Severity 1 System Outages are defined as the result of the unavailability of Buyer, Sourcing or the MFMP/FLAIR interface to greater than 50% of MFMP customers during scheduled availability.

If the Buyer, Sourcing or integration application experience a Severity 1 outage lasting longer than 4 hours, the Application Management team will provide status updates at least every 2 hours until resolution.



SLE-006 hours = Number of hours between occurrence of each Severity 1 System Outage and the resolution of the outage

Penalties assessed for each outage for which the SLE-006 metric exceeds 4 hours

The Pivotal tickets used to track this will leverage the Service Level field value of “Severity 1 – System Outage” and will be closed once the system restoration is completed. In addition the ticket will leverage the Pivotal Topic field value of “Severity 1 - Resolution Time”. This will distinguish the reporting between response time and resolution time for Severity 1 System


ITN No: DMS-11/12-030





Outages.

The ‘Issue Open/Close Date/Time’ fields within Pivotal will be used to record the start and resolution time of the outage.

SLE-007: Severity 2 System Outage – response time during business hours

Within 30 minutes


The Application Management team will respond to Severity 2 System Outages during Business Hours within 30 minutes. Severity 2 System Outages are defined as outages that result in the unavailability of Analysis or VIP applications to greater than 50% of MFMP customers during scheduled availability.

We will use tools, such as SiteScope, 24x7 to confirm that the front pages of the Analysis and VIP applications are available.

We will distribute notifications within 30 minutes if the front pages of the Analysis or VIP applications cannot be accessed during Business Hours.



SLE-007 minutes = Number of minutes between occurrence of each Severity 2 System Outage during business hours and the distribution of notification of the outage to the DMS Project Manager




The Pivotal tickets for this metric will leverage the Service Level field value of 'Severity 2 – System Outage'. In addition the Pivotal ticket will have a Topic Field Value of 'Severity 2 - Acknowledgement', "Severity 2 - Resolution


ITN No: DMS-11/12-030





Time", or "Severity 2 - Root Cause Analysis".


SLE-008: Severity 2 System Outage – response time during non-business hours

Within 60 minutes


The Application Management team will respond to Severity 2 System Outages during non-Business Hours within 60 minutes. Severity 2 System Outages are defined as outages that result in the unavailability of Analysis or VIP applications to greater than 50% of MFMP customers during scheduled availability.

We will use tools, such as SiteScope, 24x7 to confirm that the front pages of the Analysis and VIP applications are available.

We will distribute notifications within 60 minutes if the front page of the Analysis or VIP applications cannot be accessed during non-Business Hours.



SLE-008 minutes = Number of minutes between occurrence of each Severity 2 System Outage during non-business hours and the distribution of notification of the outage to the DMS Project Manager




The Pivotal tickets for this metric will leverage the Service Level field value of 'Severity 2 – System Outage'. In addition the Pivotal ticket will have a


ITN No: DMS-11/12-030





Topic Field Value of 'Severity 2 - Acknowledgement', "Severity 2 - Resolution Time", or "Severity 2 - Root Cause Analysis".


SLE-009: Severity 2 System Outage – resolution time. For issues not resolved in 1 business day status updates must be provided every 4 hours until resolved.

Within 1 business day

Monthly $5,000 per day if the outage is not resolved within 1 business day

The Application Management team will resolve Severity 2 System Outages within 1 business day. Severity 2 System Outages are defined as outages that result in the unavailability of Analysis or VIP applications to greater than 50% of MFMP customers during scheduled availability.

If the Analysis or VIP application experience an outage lasting longer than 1 business day, the Application Management team will provide status updates at least every 4 hours until resolution.



SLE-009 hours = Number of business hours between occurrence of each Severity 2 System Outage and the resolution of the outage

Penalties assessed for each outage for which the SLE-009 metric exceeds 1 business day

The Pivotal tickets used to track this will leverage the Service Level field value of “Severity 2 – System Outage” and will be closed once the system restoration is completed. In addition the ticket will leverage the Pivotal Topic field value of “Severity 2 - Resolution Time”. This will distinguish the reporting between response time and resolution time for Severity - 2 Outages.

The ‘Issue Open/Close Date/Time’ fields within Pivotal will be used to record the start and resolution time of the outage.

SLE-010: Application Response Time – during business

Average


ITN No: DMS-11/12-030





hours for Ariba Buyer, VIP and Sourcing.

web pages Sourcing and VIP applications.

Based on highest volume, we will monitor Buyer system performance using two core business functions:

– Non-catalog requisition - this includes logging into the Buyer application, selecting to create a requisition, adding a non-catalog item with required fields to the cart, editing the requisition to select valid accounting and exiting before submitting changes.

– Review invoice reconciliation - this includes logging into the Buyer application, navigating to a saved invoice, opening the invoice for edits and accepting the line item exceptions before exiting without saving changes.

Based on highest volume, we will monitor VIP system performance by performing steps that represent a vendor updating his or her registration. This includes logging into the VIP application, navigating to one of the locations, and selecting to update the email address before saving changes.

Based on highest volume, we will monitor Sourcing system performance by performing steps that represent a procurement professional updating his/her project. This includes logging into the Sourcing application, navigating to a saved project, and selecting a task for edit before exiting without saving changes.

Reports in BAC will be available for ad hoc DMS reference recording metrics every 5 minutes during scheduled system availability.

We will performance test system releases and major patches to minimize negative performance impacts introduced during release implementations.


SLE-010 seconds = average for the month of each business day’s average response time per click across the four application monitoring scripts

Starting at 8:00 AM EST and concluding at 5:55 PM EST, the four application scripts are executed every 5 minutes from the following locations and readings are collected in the precedence


ITN No: DMS-11/12-030





represented below:

a) Primary SSRC reading

b) Secondary SSRC reading

c) MFMP Project site

d) DMS office.

If a reading is not available for any five-minute interval from script a), then the reading from script b) will be used for that interval. If a reading from script a) and b) is not available, then the reading form script c) will be used for that interval, and so on.

The time required (in seconds) for each of the four application scripts to execute successfully is collected and used to generate the average system response times (total time for scripts to execute divided by the number of system clicks) for each day. For those collection periods (five minute intervals) during which none of four location scripts complete for an application script, a null value is recorded for the script execution time. The first 3 missed/null readings for each of the four application scripts for the day will be disregarded and excluded from the calculation of the daily average response time. For the fourth and subsequent periods during which no valid reading is available for an application script, a value of 300 seconds will be substituted for any missed reading.

SLE-011: Critical priority system fixes or modifications

100% within 7 business days

ACN Proposal for Raising Expectation

Within 3 business days

Monthly $6,000 per day thereafter

The Application Management team will implement 100% of system defects categorized as Critical and under Accenture’s control, not attributable to third party proprietary solutions, within three business days.

Critical priority system defects are defined as those that are necessary for the reasonable system viability of the Ariba suite or VIP and if not implemented would prohibit the completion of a vital business function.

We will conduct bi-weekly meetings with the SIR Review Board (SRB) to discuss new/priority issues.

We will work with the Department to develop and maintain a Known Issues list for agency reference.


ITN No: DMS-11/12-030





We will provide documentation of resolution for system defects for each system release/implementation.


SLE-011 % = (# of Critical priority system issues resolved within 3 Business Days / Total # of Critical priority system issues identified during month) x 100

The Pivotal tickets for this metric will leverage the Service Level field value of 'Category 1 - Critical Issue'.

Pivotal Tickets will contain the original notification time/stamp of the system issue in the ‘Issue Open Date/Time’ fields. Business Day calculation will begin 8:00 am the following business day upon the service level assignment.

The ‘Issue Close Date/Time’ fields in Pivotal will reflect the date once the issue has been resolved in the Production environment.

SLE-012: High priority system fixes or modifications.

100% within 1 month

Monthly $3,000 per day thereafter

The Application Management team will implement fixes for 100% of system defects categorized as High and under Accenture’s control, not attributable to third party proprietary solutions, within one month.

High priority system defects are defined as those that prevent the use of a vital business function within the Ariba suite or VIP for multiple system users, but a temporary work around is available that is reasonable and mutually agreed upon with the Department and permits continued operation of the MFMP program.

We will conduct bi-weekly meetings with the SRB to discuss new/priority issues.

We will work with the DMS team to develop and maintain a Known Issues list for agency reference.




ITN No: DMS-11/12-030





SLE-012 % = (# of High priority system issues resolved within 1 month / Total # of High priority system issues identified in prior month) x 100

The Pivotal tickets for this metric will leverage the Service Level field value of “Category 2 - High Issue”.

Pivotal Tickets will reflect the ‘Issue Open Date/Time’ for the system issue based on the point at which the ticket is categorized as a SIR by the Application Management Team/Tier 3.

The Issue Open Date will be the start of the current Month when an issue is identified by the 14th of a month and the open date will be the start of the next month when an issue is identified on or after the 15th of the month. This will facilitate clearly identifying and reporting on the specific month during which an issue must be resolved for the metric. The anticipated closure will be the last day of the month in which the ticket is due to be resolved (this may be more or less than calendar days).

The ‘Issue Close Date/Time’ in Pivotal will reflect the date once the issue has been resolved in the Production environment.

SLE-013: Medium priority system fixes or modifications.

100% within 2 months

Monthly No Financial Amount at Risk

The Application Management team will implement fixes for 100% of system defects categorized as Medium and under Accenture’s control, not attributable to third party proprietary solutions, within two months.

Medium priority system defects are defined as those that impact the Ariba Suite or VIP application for multiple users and reduce the operability of a widely used business function.

We will conduct bi-weekly meetings with the SRB to discuss new/priority issues.

We will work with the Department team to develop and maintain a Known Issues list for agency reference.



ITN No: DMS-11/12-030






SLE-013 % = (# of Medium priority system issues resolved within 2 months / Total # of Medium priority system issues identified two months prior) x 100

The Pivotal tickets for this metric will leverage the Service Level field value of “Category 3 – Medium Issue”.

Pivotal Tickets will reflect the ‘Issue Open Date/Time’ for the system issue based on the point at which the ticket is categorized as a SIR by the Application Management Team/Tier 3.

The Issue Open Date will be the start of the current Month when an issue is identified by the 14th of a month and the open date will be the start of the next month when an issue is identified on or after the 15th of the month. This will facilitate clearly identifying and reporting on the specific month during which an issue must be resolved for the metric. The anticipated closure will be the last day of the month in which the ticket is due to be resolved (this may be more or less than calendar days).

The ‘Issue Close Date/Time’ in Pivotal will reflect the date once the issue has been resolved in the Production environment.

SLE-014: Low priority system fixes or modifications.

- 50% within 3 months

Documents

Florida Department of Management Services - DMS ......ITN No: DMS Department of Management Services MyFloridaMarketPlace Service Provider -11/12 030 Copyright © 2012 Accenture. All