attachment a scope of work for next generation

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4050 Esplanade Way Tallahassee, FL 32399-0950

850-488-2074

Ron DeSantis, Governor

ATTACHMENT A

SCOPE OF WORK

FOR

NEXT GENERATION MYFLORIDAMARKETPLACE

CONTRACT NO.: DMS-20/21-150

Attachment A - SOW Contract No.: DMS-20/21-150

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SECTION 1. SCOPE OF WORK The Contractor shall provide an eProcurement Solution for State of Florida Customers which complies with the requirements set forth in the Contract, this document, and all other Contract attachments, Section 287.057(22), Florida Statutes, and all applicable Florida Information Technology policies and standards, as established in Florida Administrative Code and Florida Statute.

The Department will commit resources and involvement as described in the Contract and attachments in order to support the Contractor’s delivery of the services and to perform the agreed upon acceptance procedures in a timely manner.

SECTION 2. CONTRACTOR REQUIREMENTS

2.1 Systems Migration Services The Contractor shall perform the following Systems Migration Services:

The Contractor is required to provide data migration services to migrate data to the eProcurement Solution. The Contractor must provide technical assistance, training, testing, and troubleshooting to confirm success of these data migrations. This will include migration of data from current MFMP applications, including MFMP Buyer, Sourcing, and the Vendor Information Portal. The Contractor shall coordinate with the Department to support conversion efforts from the Vendor Bid System, and the Office of Supplier Diversity application; however, additional sources of data may be leveraged for conversion efforts. The Contractor shall extract data needed for conversion from the Ariba and VIP applications and transform and load any data necessary for migration efforts. The Department shall extract data needed for conversion from the Vendor Bid System and Office of Supplier Diversity applications and transform any data necessary for migration efforts. The Contractor shall provide data conversion assistance to the Department as needed.

The Contractor must also provide data migration services including at least the following:

1. Development and implementation of a strategy and approach to data migrationprocesses and programs, and a list of the tools required;

2. Development and implementation of an approach to coordinate and executemultiple Agency data migrations based on deployment approach;

3. Coordination of pre-conversion activities such as verification of data to bemigrated, archiving, purging, and cleansing of data;

4. Development and implementation of an approach to migration error handling,reconciliation, data correction, auditing, and resolution of issues;

5. Building of any crosswalk file structures required to assist in the development oftest scenarios and execution of acceptance testing;

6. Development of reports and other means for the Department’s staff to validatemigrated data; and


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7. Creation and maintenance of data migration technical documentation, includingan audit trail to track the accuracy of all migration efforts.

8. Migration of all attachments for contracts, purchase orders, invoices, and MFMPSourcing events with a purchase order or contract expiration date of June 30,2017 or, if longer, the period required by the General Records Schedulesmaintained by the Florida Department of State available at the Department ofState’s Records Management website. The Department reserves the right toidentify additional attachments for migration during the first year of the Contractat no additional cost for services. If additional hardware or licensing is needed toaccommodate the request this will be negotiated through a mutually agreeablechange request. These attachments must be migrated to the DMS SecureReports site and made easily accessible and searchable.

9. Retrieve information from Ariba Buyer and Sourcing 9R1 applications through June30, 2023. The Ariba Buyer and Sourcing 9R1 applications will not be publiclyavailable and not subject to support or SLEs.

The Contractor shall be responsible for running mock migrations in a Project technical environment to test migration and conversions and to verify that data is being migrated successfully, accurately, and completely. The Contractor shall provide automated tools or programs that assist the Department in determining that the migrated totals match source totals, record counts are accurate, converted data passes all validations, and migrations occur within the window of time available during planned deployment activities.

2.2 Implementation Services The Contractor shall perform the following Implementation Services:

1. The Contractor shall provide staff, tools, and templates, methods, and frameworks,mentoring and training, and other capabilities to deliver the services required to makesure the implementation of the Solution is successful.

2. The Contractor shall develop strategies prior to the execution of Implementationservices. Strategies shall promote a unified and consistent approach for projectmanagement, staffing, processes, and technology based on business requirementsidentified and approved by the Department.

2.3 Interface and Integration Services The Contractor shall perform the following Interface and Integration Services:

1. The Contractor shall design, implement, and maintain both real-time and batch interfaceswith the State’s Accounting System. These interfaces shall be designed to support real-time transactions for encumbrance and disbursement functions within the eProcurementSolution.

2. The Contractor shall provide support and maintenance for the eProcurement Solutionand its customizations, interfaces, batch jobs, and reports, ensuring adequateperformance and accurate processing. This includes applying application patches (for


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security and bug fixes) in a timely manner and implementing enhancements to the current version as they are approved by the Department.

3. The Contractor shall work with the Department to reduce the need for customizations bysimplifying and leveraging middleware. Where customizations are still needed, thefollowing customizations will be performed by Ariba for Ariba On Demand: 10 Contracts,5 Sourcing, and 30 for Buying and Invoicing. The Department will work in good faith toreduce the number of customizations. If additional customizations are required that donot fit within the Contract’s available enhancement hours, additional costs may beincurred by the Department in accordance with the Price Sheet.

4. The Contractor shall use integration monitoring to monitor interfacing and integrationwith the State’s Accounting System.

5. Using industry standard tools, the Contractor shall develop, specifically for theeProcurement Solution, an extendible batch framework to monitor production batch jobs.The tools should include a custom eProcurement Solution that provides daily status ofthe batch jobs that run each night.

o The Contractor shall use a proven, batch management program to organize,monitor, and (if needed) recover failed batch jobs.

o The Contractor shall review the daily batch results each morning. Those resultssummarized shall include: Manually verified status of all eProcurement Solution production

applications Punch-out verification Training environments verification Confirmation that the integration components used to send and receive

messages with the State’s Accounting System is fully operational Summary of major data loads and their processing times System defects that are being monitored for additional research or for

production workaroundo The Contractor shall coordinate batch recovery as necessary.

6. The Contractor shall monitor interfaces with the State’s Accounting System and relatedsystem logs to ensure successful transactions and accurate information, working closelywith the Department of Financial Services (DFS) on all issues.

7. The Contractor shall load data feeds from external sources, such as the State’sAccounting System or other agency business systems, into the eProcurement Solutionfor reporting and analytics.

8. The Contractor shall directly interface and work closely with any other vendor contractedto interface with or make changes directly to the eProcurement System. The Departmentreserves the right to contract with a different vendor(s) for more substantial systemchanges that require additional costs, if it is in the best interest of the Department and itsCustomers.

9. The Contractor shall support and collaborate with the appropriate DFS team(s) tosupport interface testing with infrastructure and code changes, and disaster recoverytesting with the State’s Accounting System.


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10. The Contractor shall monitor purchase orders sent to Vendors each day for successfultransmission. For those purchase orders that fail to be received by the intended recipientdue to an invalid email address or eProcurement Solution Supplier Network information,the Contractor shall indicate on the Vendor’s account that invalid contact information isincluded to alert Customers.

11. The Contractor shall design and implement additional interfaces with agency businesssystems as identified by the Department and set forth in Attachment D of the Contract.

12. The Contractor shall design and implement business requirements identified by theDepartment for the Florida Planning, Accounting, and Ledger Management (FL PALM)system. The Contractor shall provide 1,000 system enhancement hours for the MFMPInterface associated with FL PALM Implementation.

2.4 Systems Architecture Services The Contractor shall perform the following Systems Architecture Services:

1. The Contractor shall maintain up-to-date, adequate system documentation, documentingapplications specifics, architecture information, and configuration.

2. The Contractor shall work with the Department's project team to estimate, design,develop, test, and implement configurations/customizations.

3. The Contractor shall comply with section 508 of the Rehabilitation Act of 1973, asamended 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, whendeveloping, competitively procuring, maintaining, or using electronic information orinformation technology acquired on or after July 1, 2006, ensure that State employeeswith disabilities have access to and are provided with information and data comparableto the access and use by State employees who are not individuals with disabilities.”

4. The Contractor shall proactively monitor system health and report any issues to theDepartment within timeframes described in Attachment B, Service Level Expectations.

5. The Contractor shall conduct annual and monthly vendor inactivation. The Contractorshall also perform ad hoc vendor inactivation as requested by the Department, DFS,and, with respect to its own registration, Vendor employees authorized on the Vendor’saccount. The Contractor shall provide a list of all inactivation requests to theDepartment for review and approval.

6. The Contractor shall provide the following Infrastructure services:o Server management, including operating system, system utilities, security, and

operating systems (OS) patches, and monitoring health and availability;o Database system management administration and business database

administration;o Web server and application server support and configuration;o Firewall and other switch support and configuration;o Application delivery and load balancer support and configuration;o Storage management; and


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o Disaster recovery site and replication support.

2.5 Testing Services The Contractor shall perform the following Testing Services:

1. The Contractor’s application management team will provide functional testing andperformance/tuning needed to support the eProcurement Solution and related batch jobsand reports.

2. The Contractor shall use a monitoring tool to monitor System performance from a userexperience within the specified MFMP Systems to measure how long it takes for ascreen to return after a user clicks a button.

3. The Contractor shall use monitoring tools, such as Oracle Enterprise Manager, toprovide alerts of potential outages of the MFMP applications. These alerts will be sentautomatically to the Department’s 24-hour on call resources.

4. The Contractor shall use the development and system testing environments to supportapplication management activities. This will enable coding changes to be implemented ina controlled environment where they are carefully tested for confirmation of intendedfunctionality and the Department validates that the changes do not negatively impactonline response time or existing functionality.

5. The Contractor shall establish a System fix/change review process with the Departmentfor reviewing and prioritizing system development efforts.

6. The Contractor shall maintain comprehensive testing documentation, including detailedprocedures and testing scripts, which are updated on an as-needed basis for Systemenhancements and when new issues are identified.

7. The Contractor shall coordinate with Enterprise Wide Agreement (EWA) vendors tosupport testing and implementation of electronic interfaces through the eProcurementSolution Network, including but not limited to punch-out catalogs, purchase orderissuance, and electronic invoice processing.

8. The Contractor shall support troubleshooting of performance issues and testing solutionsto system issues.

9. The Contractor shall incorporate extensive quality assurance practices in systemdevelopment and configuration management, including complete system quality checksafter every code release which prevents interruptions to business processing.

10. The Contractor shall prepare design documentation and estimates for Change Requestssubmitted by the Department or identified by the Contractor. The Contractor shall beresponsible for tracking all change requests.

2.6 Training Services The Contractor shall perform the following Training Services:

1. The Contractor shall maintain a test environment of all eProcurement Solutionapplications and a training environment for Ariba On Demand. The Ariba On Demand


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training environment master data and configurations, such as approval flows, etc. must be refreshed periodically, at a frequency agreed upon with the Department.

2. Contractor shall support the distribution of Department communications throughmessaging displayed in the eProcurement Solution.

3. The Contractor shall provide support to Vendors in their use of, and adherence torequirements to use, the eProcurement Solution and interactions with the Stateregarding such use.

4. The Contractor shall proactively communicate events, issues, and changes that mayimpact the Vendors’ interaction with the eProcurement Solution or the business they dowith the State.

5. The Contractor shall provide Vendor-targeted training. This will include training over thephone with a Vendor when needed, or planning, organizing, and delivering training to abroader audience. The Contractor shall be responsible for creating new trainingmaterials when needed and maintaining and updating current training materials.

6. The Contractor shall assist Vendors with eProcurement Solution Supplier Network useand registration when necessary. The Contractor shall support and assist theDepartment in driving greater use of the eProcurement Solution Supplier Network forgreater electronic processing.

7. The Contractor shall assist agencies with strategic sourcing events, ensuring full andappropriate sourcing of goods and services, and technically assisting Vendors with theirresponses to sourcing events.

8. The Contractor shall provide additional training support to the staff of the Department’sDivision of State Purchasing. This will include training on use of all eProcurementSolution applications, training materials such as one-page handouts, manuals, and othertraining material, and providing ad-hoc assistance when requested.

9. The Contractor shall create and maintain complex reports, as identified and developedwith the Department. These reports must be easily read and understood with thepurpose of assisting Customers with tracking their operations and providing identificationof possible training points.

10. The Contractor shall work closely with the Department to champion changemanagement efforts that lead to full acceptance of the Next GenerationMyFloridaMarketPlace program.

11. The Contractor shall establish and maintain a relationship with Customers, providingsupport through Tier 1 and Tier 2 support, training, communications, meetings, andliaison support.

12. The Contractor shall support, provide materials for, and participate in Customermeetings. The Contractor shall assist with developing presentation materials, present onspecific topics as requested, provide administrative support during the meetings, recordand distribute meeting minutes, follow-up on technical issues that are raised, and assistin answering questions. This includes participating in debriefing meetings with theDepartment to discuss any action items identified.

13. The Contractor shall, upon request, provide designated Department staff with training, atthe Department's or Contractor’s facilities, regarding the functionality of theeProcurement Solution.


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14. The Contractor shall distribute a welcome message for new Customers within fivebusiness days of creation of the user profile, providing useful training links and otherinformation to help support full use of the eProcurement Solution.

15. The Contractor shall use software tools, such as survey software, to manage andmeasure training registration, attendance, and satisfaction of Customers and potentialCustomers. The Contractor shall do this for all scheduled training that is established andoffered across agencies and/or vendors in accordance with the agreed uponCommunications and Training Plan listed in Attachment E, Plans and Documents.

16. The Contractor shall prepare online training in a way that provides a consistent onlinedelivery format for training. All online training must be provided in a format suitable forthe Department’s public facing website (https://dms.myflorida.com) and for agencylearning management systems.

17. The Contractor shall support the Department with a minimum of three, statewide, inperson training events per year.

The Contractor shall produce social media communication to submit to the Department for posting on a monthly basis. This will include communications such as upcoming training opportunities, new or updated training materials, scheduled system maintenance windows, and other program communications to Customers. For years one and two of the Contract, the Contractor and Department will coordinate operational and change management activities in this section to equally share assignments. The Department and Contractor will use a collaborative approach to develop materials to optimize knowledge and resources. In the event that the Department is unable to fulfill an assignment due to staff turnover, the Contractor and Department will work together on a mutually agreed upon strategy to provide operational and change management support as needed. For years three through ten of the Contract, the Contractor will be responsible for the development of all training materials in accordance with Attachment F, RSCI, with support from the Department.

2.7 Contract Administration The Contractor shall perform the following Contract Administration services, administering constant MFMP program oversight:

1. The Contractor shall ensure delivery of all program deliverables defined in each servicearea.

o The Contractor shall develop and maintain a program tracking tool monitored bythe Contractor Program Manager to ensure all deliverables are completed.

o The Contractor shall develop and maintain a deliverable quality assuranceprocess to ensure deliverables are acceptable to the Department.

o The Contractor shall deliver a report each month that will include an executivesummary of all service level expectations (SLE) statuses and supporting detailsfor all system issues and service level expectations. All SLE performance resultrounding is based on generally accepted mathematical rounding policies to thesignificant figure of the particular SLE calculation. For example, if the SLErequires 95%, the actual results are rounded to the nearest whole number OR ifthe SLE requires 99.9%, then the actual results are rounded to the nearest tenthsplace. If you are rounding a number to a certain degree of significant digits, and if


https://dms.myflorida.com/

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the number following that degree is less than five the last significant figure is not rounded up, if it is greater than 5 it is rounded up.

Examples: A) 10.560 rounded to three significant figures is 10.6B) 10.540 rounded to three significant figures is 10.5

2. The Contractor shall produce spend analytics and system utilization reports for Stateagencies and Eligible Users to be delivered to the Department each month.

3. The Contractor shall review analytical reports being used for program oversight andrecommend updated or new reports to help support business initiatives driving strategicgoals.

4. The Contractor shall administer a web-based Customer satisfaction survey of agencyCustomers and report findings to the Department. Results will be used to chooseinitiatives for the upcoming fiscal year and compare to previous years to detect trends inCustomer satisfaction.

5. The Contractor shall work with the Department to create and maintain program andoperational performance presentations that highlight in simple terms the key features ofthe eProcurement Solution, a summary of the eProcurement Solution operations, and,most importantly, progress toward MFMP and State procurement goals. Contractor shallalso work with the Department to develop specific presentations to support interactionwith the various stakeholder groups as needed.

6. The Contractor shall perform and deliver impact analyses for rule, statute, enterprisetechnology, enterprise process, and agency custom process changes that are identifiedas relevant to the eProcurement Solution program.

7. Contractor shall work with the Department to set short-term and long-term strategies andgoals for the program and will review progress against those goals during leadershipmeetings such as a regularly occurring project management operations (PMO) meeting.

8. The Contractor shall perform oversight, including resource planning, risk management,change control, budget control, and quality assurance, for the following service areas:

o Program Managemento Buyer Managemento Catalogo Billing and Collectionso Sourcing Managemento Vendor Managemento Analyticso Integrationo Technicalo Help Desk

9. The Contractor shall leverage knowledge of existing data warehouses and the MFMPdata repository to assist the Department and Customers in responding to public recordsrequests in a timely manner.

10. The Contractor shall review, be familiar with any updates, and adhere to Departmentstandards and policies. If changes to standards and policies result in changes to scopeor services, this will be negotiated through a mutually agreeable change request.


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11. The Contractor shall provide a document collaboration site for both the Department andContractor teams to collaborate on program-related documentation including, but notlimited to, training materials, SLEs and deliverable documentation, ad-hoc reports, andother supporting program documentation.

12. The Contractor shall maintain an Operations Plan in accordance with Attachment E,Plans and Documents, which comprehensively covers the processes performed, toolsutilized, and resources involved across all program service areas.

13. The Contractor must record meeting minutes for any scheduled meetings withCustomers and develop a template for meeting minutes to establish consistency. TheDepartment reserves the right to determine which ad-hoc meetings require meetingminutes. The Contractor must provide meeting minutes to the Department for reviewbefore finalizing meeting minutes.

14. The Contractor shall perform regular maintenance activities on the applications neededto support internal operations of the eProcurement Solution program. Major internalapplications include: CSD tools, active directory, ticket tracking, code repository,integrated development environment tools, performance monitoring tools, systemmonitoring tools, interactive voice response and call routing, development tools,development/test environment, and Service Center domain/tools backup management.

15. The Contractor shall deliver high quality and timely catalog additions, updates, anddeletions.

16. The Contractor shall produce a monthly report of all newly registered Vendors, includingthe business designation selected. The Contractor shall review the report and work withVendors to update any inaccurate information.

17. The Contractor shall respond to work/approval flow change requests made byCustomers. The Contractor shall work with the requestor to understand the request andgather the information required to implement the workflow and approval flow change(s).The Contractor must present workflow and approval changes to the Department forapproval and implement changes in accordance with the requirements and frequencylisted in Attachment B, Service Level Expectations.

18. The Contractor shall provide Operational Data Updates in accordance with therequirements and frequency listed in Attachment B, Service Level Expectations.

19. The Contractor shall measure and report agency usage. This shall include developingreports and action plans to increase agency use of MFMP. The Contractor shall, withsupport from the Department, conduct working sessions with agency purchasing andfinance and accounting staff. Contractor shall follow up on any action items from themeetings including, but not limited to, offering additional training and workflow reviewsand updates. During the life of the Contract, at the direction of the Department, theContractor shall develop and produce reports and action plans to assist the agencieswith using the eProcurement Solution.

20. Catalog Management - The Contractor shall provide end-to-end, on-line catalogdevelopment, implementation, and maintenance.

o This includes establishing punch-out and line item catalogs. The Contractor shalluse a proven and effective methodology, work directly with the Vendor to gatherappropriate catalog data, normalize and implement the catalog (or establish


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connectivity to the punch-out), stage it for testing, test for accuracy and completeness, and make available for use. The Contractor shall receive updates from the Vendors as they become available and refresh the catalogs.

o The Contract will allow a profile for Eligible Users to log-in and view catalogsassociated with Enterprise-Wide Agreements. This profile must restrict EligibleUsers from creating transactions.

o The Contractor shall facilitate weekly discussions with the Department to reviewthe upcoming Enterprise-Wide Agreement (EWA) solicitations and enterprise,Alternate Contract Source(s) (ACS), discuss catalog approaches for STCs andACSs, and identify adequate eInvoicing candidates, as this ties closely with thecatalog approach.

o The Contractor shall schedule and support specific catalog strategy sessions forparticular STCs and ACSs that are approaching execution based on theupcoming STC and ACS reviews.

o The Contractor shall communicate with the Division of State Purchasingregarding upcoming expiring contracts to ensure no lapse in catalog or eInvoicingoperations. This includes notifying the Department of expiring contracts aminimum of ninety calendar days prior to contract expiration and following-upevery ten Business Days after the initial notification.

o The Contractor shall create and deliver training to the Division of StatePurchasing and Vendors regarding the processes for catalog enablement.

o The Contractor shall reconcile contract information recorded on the Departmentwebsite against that in the eProcurement Solution applications and discussdiscrepancies during weekly onsite visits as permitted by the Contractor andState approved pandemic guidelines.

o The Contractor shall communicate with Vendors awarded a contract(s) by theDepartment on the recommended catalog solution. The Contractor shall focusboth on making more catalogs available for STCs and ACSs and on supportingincreased utilization by agency Customers of the catalogs available in theeProcurement Solution.

21. The Contractor must provide an updated organizational chart, staffing plan, and otherrelevant organizational details in accordance with Attachment E, Plans and Documents.Such changes will not require a formal amendment to the Contract.

22. The Parties will mutually determine an appropriate set of periodic meetings to be heldbetween them and calendar those meetings at least 30 days in advance of the date ofapplicable meetings. These meetings will include:

o System release meetings to discuss the success and lessons learned of the mostrecent system release as well as discussion on future Change Requests. TheContractor shall be responsible for maintaining the log of Change Requests. TheDepartment will have final approval on what is contained on the monthly meeting log,which approval shall not unreasonably be withheld or delayed.

o A quarterly business review meeting to review and discuss various operational issues.o A quarterly executive leadership meeting to review status of ongoing tasks, schedules,

changes, challenges, and such other matters as appropriate (among other things, theContractor shall include information on strengths, potential areas for improvements


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and related improvement plans, cost reduction proposals, and other industry best practices).

o The Contractor shall also coordinate and participate in business review meetings asneeded with applicable third-party entities and the Department to review and discussvarious operational issues.

o Bi-weekly Project Management review meetings.o Bi-weekly Communication and Training meetings.

23. Meetings shall be held at the Department’s office location, at the MFMP Service Centeror via conference call, as determined by the Department. For the quarterly meetings andother meetings scheduled monthly or less frequently, the Contractor shall provide to theDepartment a proposed agenda for its approval at least five Business Days in advanceof the scheduled meeting dates. The Contractor shall distribute an agenda and relateddocuments and/or handouts prior to the meeting dates. For weekly meetings, theproposed agenda requirement mentioned above is not required, but the Contractor shallprovide the Department meeting documents and/or handouts no later than the day of theweekly meeting. The Contractor shall not be entitled to additional compensation formeeting preparation or attendance.

24. The Contractor shall provide detailed and well-documented minutes for all Customermeetings. Draft meeting minutes shall be distributed by the Contractor to individuals whoattended the meetings on behalf of the Department within five Business Days after thesubject meetings so that any errors can be corrected and items not included can beadded by the Contractor prior to final issuance. Within three business days after receiptof the Department’s written approval of the draft meeting minutes, the Contractor shallprovide the Department with final meeting minutes.

25. The Contractor shall review report requests from Customers and coordinate thedevelopment and delivery of complex reports that meet the Customers’ needs.

2.8 Service Center Operations The Contractor must establish and maintain office space in Tallahassee, Florida, to house the Contractor’s staff. The Contractor must provide computers and other technology equipment for staff and necessary supplies. The Department will provide the necessary hardware, network, Wi-Fi, and telephony access for the project site. The Contractor must provide space and conference rooms for up to seven Department employees. The Contractor shall not allow anyone other than the Contractor’s MFMP dedicated staff and DMS personnel to have access to network, Wi-Fi, and telephony services provided by the Department. The Department's provision and payment of providing hardware, network, Wi-Fi, and telephony access for the project site is only applicable when the project site is physically staffed by the Contractor and the Department’s MFMP team. The Contractor shall perform the following Service Center Operations:

1. The Contractor must implement a CSD function that assists all MFMP Customerswith inquiries, service requests, and problem reporting. The CSD will act as a singlepoint of contact to Customers for all issues. The Contractor must allow Customers to


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contact the CSD by phone, e-mail, or online chat, or make voicemail available at all times, providing the Customers the option to leave a voicemail rather than wait for a CSD representative.

2. The Contractor must establish a dedicated Customer service toll-free number to bestaffed and available 100% of the time between the hours of 8:00 a.m. and 6:00 p.m.ET, Monday through Friday, excluding State holidays as listed on the Department’swebsite.

3. The Contractor must use and maintain a case management system to document,track, and report all CSD activity, and use and maintain an Interactive VoiceResponse (IVR) system to effectively manage calls and route to appropriateresources; and provide the Department access to this system.

4. The Contractor must establish a Three-Tier Escalation process to support CSDoperations and trouble tickets involving data issues or application processing.o The CSD’s Tier 1 escalation level will have resources with research tools and

materials, such as access to test environments, known system issues, and otherfunctional support materials to maximize first call resolution.

o The Contractor shall develop and maintain a list of specific inquiries, servicerequests, problems, and call types that will be resolved by Tier 1.

o The CSD’s Tier 2 escalation level will assist Customers with issues unable to beresolved by Tier 1 CSD resources.

o The CSD’s Tier 3 escalation level to assist with tickets not resolved by the Tier 2CSD resources, and resolve tickets at the Tier 3 level, collaborating with theappropriate team (application development, billing and collections, etc.).

5. The Contractor shall provide the required technology infrastructure, includingstandard CSD head-set equipment and office supplies to support the CSD. The CSDshould be co-located with other program teams that provide Tier 2 and Tier 3 supportto optimize the CSD’s service.

6. The Contractor shall leverage IVR for the CSD as an additional communicationchannel to reach a broad stakeholder group.

7. The Contractor shall create a closing signature to be included on all CSD emailswhich should include information relevant to any agency initiatives and services asrequested by the Department. The Contractor shall update this email signature asneeded, based on changes in initiatives or current Department priorities.

8. In addition to other record retention provisions in the Contract, the Contractor shallmaintain an audio record of inbound CSD calls for greater of sixty days or the periodrequired under the Department of State’s General Records Schedule. These callsmust be provided to the State as requested.

9. The Contractor shall manage the life cycle of cases (tickets/incidents) throughclosure. This includes providing communication to Customers regarding the status ofcases not yet closed.

10. The Contractor shall follow-up with agency Customers on a weekly basis regardingtickets not yet closed that are awaiting Customer responses.

11. The Contractor shall maintain a record of all case information, including notes andattachments for tickets logged with the CSD in the Contractor’s case managementsystem. The Contractor must provide access to the case management system to theDepartment.


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12. The Contractor shall staff the CSD to support any Spanish-speaking Customers.13. The CSD will provide a PDF copy of the ticket details to the Department after

escalating a ticket to the various Department queues for action to support a timelyturnaround response time.

14. The CSD will project current CSD agent queue status on the wall in the CSD supportarea at the Service Center. This allows both the Contractor and Department tounderstand the status of CSD call volume at any time.

15. The CSD will provide the Department with access to its own case managementsystem workstation and ad-hoc support/training, including a reference manual ofstep-by-step instructions for completing various tasks and standard queries.

16. The CSD will include agency liaisons on email responses from the CSD for specificinitiatives, as requested by the Department.

17. The Contractor shall establish and maintain an online portal to allow for electronicsubmission of CSD tickets as well as real-time online chat to a customer servicedesk representative.

18. The Contractor shall establish an electronic dashboard displaying real-time CSDstatistics related to Service Level Expectations. At a minimum, this should includeongoing call to answer time, number of calls received that day, number of callscurrently on hold, and other statistics as identified by the Department. This electronicdashboard must be displayed in the CSD area of the Service Center as well asaccessible to the Department over an internet connection at any time or location.

2.9 Quality Management The Contractor shall perform the following Quality Management services:

1. The Contractor shall use a system monitoring program to ping the productionenvironments to ensure maximum system uptime.

2. The Contractor shall assist with research and problem resolution regarding finance andaccounting discrepancies between the eProcurement Solutions information and theState’s Accounting System.

3. Upon resolution of system outage, the Contractor shall conduct a root cause analysisand provide the analysis to the Department within three Business Days.

4. The Contractor shall perform a payment reconciliation process each month comparingthe records in the eProcurement Solution against the records of the State’s AccountingSystem and resolve any issues or discrepancies.

5. The Contractor shall survey all Customers for which a CSD ticket was closed, within oneBusiness Day of closing, inquiring about the level of satisfaction with the handling andclosing of the issue. The Contractor shall evaluate the trends from the survey andidentify actions for improving any negative trends.

6. The Contractor shall, in conjunction with the Department, determine a random sample oftickets for review by the Department to determine accuracy of the information providedto the Customer. This random sample must be pulled and reviewed with the Departmenton a monthly basis, complying with any process improvements identified by theDepartment.


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2.10 Security Management The Contractor shall perform the following Security Management services:

1. The Contractor shall maintain and track a roll-on/roll-off checklist to confirm appropriatesecurity access and controls for people working on the eProcurement Solution,supporting State audit inquiries.

2. The Contractor shall implement data privacy standards detailed and approved by theDepartment through the Security Management Plan across project operations, includingbut not limited to, completing random security walkthroughs to confirm proper handlingof State of Florida data.

3. The Contractor shall develop and maintain a Control Implementation Summary (CIS)workbook that conforms to the required functions and risk assessment as outlined inRule Chapter 60GG-2, Florida Administrative Code. The Contractor must update thisCIS workbook annually, by Contract anniversary.

4. The Contractor shall ensure that an independent third-party audit is conducted onsecurity controls at least annually and, within the mutually agreed timeframes, willcorrect deficiencies identified from this audit. If changes from the audit finding result inchanges to scope or services, this will be negotiated through a mutually agreeablechange request.

5. The Contract will adhere to Identity Management requirements as outlined in Rule60GG-5, Florida Administrative Code.

6. The Services provided in accordance with the Contract are based on the state’s currentsecurity standards. Any changes in the State’s security standards that require changes tothe Services provided will result in a mutually agreed upon Contract amendment.

2.11 Disaster and Business Continuity Services The Contractor shall perform the following Disaster and Business Continuity Services:

1. The Contractor shall develop, a Disaster and Business Continuity Services plan inaccordance with Attachment E, Plans and Documents. The plan must ensure systemavailability in the case of a disaster. The Contractor must perform an annual test of theDisaster and Business Continuity Services plan and present the results to theDepartment. This plan should include the following:

o A plan of action for any unexpected interruption of business operations that isbeyond the scope of daily operating response procedures;

o Maintenance of backup systems for all Production Data maintained on theeProcurement Solution;


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o A determination of the general nature and potential range of adverse events, sothat the plan adequately addresses the risks;

o Procedures to activate an immediate, orderly response to emergency situationsin order to protect and/or recover critical assets and functions;

o Procedures to obtain critical resources necessary for recovery, includinghardware, software, space, files, and other eProcurement Solution data;

o Procedures for transferring operations to the secondary site in the event theprimary site is not available and to the primary site in the event that thesecondary site is not available;

o Procedures to promptly facilitate an orderly restoration of site operations;o Identification of key team personnel, with established and assigned team

responsibilities, and training requirements for each team member to performspecific duties;

o A methodology and identification of current and future critical applications andservices.

o Recovery Time Objective of 24 hours or less and a Recovery Point Objective ofone hour or less.

2.12 Staffing Services The Contractor shall provide an adequate number of staffing to support the following program areas:

o Program Managemento Buyer Managemento Catalogo Billing and Collectionso Sourcing Managemento Vendor Managemento Analyticso Integrationo Technicalo Help Desk

1. The Contractor shall include Procurement Advisors to assist Department procurementstaff in bringing industry leading best practices in procurement to the State for up to 80hours per year.

2. The Contractor shall ensure that its staff includes a qualified Chief Learning Officer todevelop training curriculum for use with all Customers. The Department identifies thetraining needs, goals, and deadlines for the training program and Department staff mayassist in training delivery; however, the Contractor shall develop curriculum and contentthat aligns with the Department’s objectives. Training tools will include Customermanuals and job aids, PowerPoint presentations, and other material as identified by theDepartment or Chief Learning Officer.

3. The CSD team will include cross-functionally trained staff who will effectively conduct theon-phone and off-phone tasks that the Department is requesting.


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The Contractor shall provide the Department with an organizational chart of all staff working on this Contract. The Contractor shall notify the Department of any staffing changes by providing an updated organizational chart to the Contract Manager.

2.13 Billing and Collection Services The Contractor shall perform the following Billing and Collections Services:

1. The Contractor shall maintain a billing and collections process that provides for theaccurate payment and tracking of the Transaction Fee against eligible transactions. TheContractor is also responsible for reporting of all billing and collections activities.

2. The Contractor shall enable an automated process for posting Vendor Transaction Feepayments, including check, credit/debit card, and automated clearing house (ACH)payment information (provided by the Department’s Finance and Accounting (F&A) unit)in the billing and collections system (BCS). The Contractor shall conduct an annualreview of the automation process and make recommendations for modifications andimprovements to the automation of this function.

3. The Contractor shall conduct an annual analysis to compare Vendor payments in theState’s Accounting System, to the Transaction Fee payments made by each Vendor tothe State to ensure accuracy. This process is intended to identify any gaps inTransaction Fee payments. The Contractor shall work with the Department to conductVendor outreach to reconcile any identified gaps and collect any additional TransactionFee payments owed to the State. The Parties may agree to remove this process fromthe Contract after the State’s Accounting System becomes capable of automaticallydeducting the Transaction Fee from payments to Vendors.

o The Contractor must conduct this analysis on an ad-hoc basis, as requested bythe Department.

4. The Contractor shall send monthly dunning notices at 30, 60, and 90 days delinquencyof Transaction Fee payments to all vendors who are at least 30 days delinquent. TheContractor shall also communicate monthly with Vendors with an active statewidecontract with the Department regarding any missing reporting.

5. The Contractor shall track billing and collections statistics and provide them to theDepartment on a monthly basis. Billing and collections statistics shall include, but are notlimited to the following:

o Enterprise-Wide Agreement (EWA) Vendor fees owed for the month andContract life to date;

o Non-EWA fees owed for the month and Contract life to date;o Total Transaction Fees collected during the month, year-to-date, and Contract

life to date;o The total value of unpaid fees based on all EWA (a) and non-EWA (b)

Transaction Fee amounts, Contract life to date;o The collection rate percentage Contract life to date for Transaction Fees reported

or invoiced;


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o The value of overdue Transaction Fees owed as represented on dunning noticesfor the month;

o The value of unpaid Transaction Fees that have been transferred to the State’scollections agencies;

o The value of collected Transaction Fees based on those transferred to theState’s collections agencies; and

o The collection rate percentage for outstanding Transaction Fees transferred tothe State’s collections agencies.

6. The Contractor shall process refunds in accordance with Florida Statutes and FloridaAdministrative Code and coordinate with the Department’s F&A team for validation.

7. The Contractor shall accept insufficient funds notifications from the Department’s F&Ateam and appropriately update the Vendor’s record in the BCS.

8. The Contractor shall support changes in the funding model over the life of the Contractas needed, including providing the Department ideas, supporting data, and impactanalysis summaries with such changes.

9. The Contractor shall generate and send collection files monthly to the State’s designatedcollection agencies for accounts that are greater than 120 days past due and for whichdunning notices have been sent and provide updates on collection results to theDepartment as needed, monthly, and annually.

10. The Contractor shall maintain a report to include a summary view of all EWA vendorsand their paid Transaction Fees and any missing reports, including but not limited to theEWA vendor name and FEIN, the state term contract or alternate contract sourcenumber, and the state term contract or alternate contract source manager’s name. Thisreport shall be continuously updated and provided to the Department on a monthlybasis.

11. The Contractor shall conduct additional monthly outreach (phone calls, email, etc.) to thetop 100 Vendors, based on spend, that are placed in collections.

12. The Contractor shall prepare and maintain the necessary documents, as identified bythe Department’s F&A team, to conduct annual debt write-off and other annual financialreporting each year.

13. The Contractor shall develop and maintain a process to credit Transaction Feesincorrectly assessed to exempt government entity and not-for-profit vendors inaccordance with Rule 60A-1.031, Florida Administrative Code.

SECTION 3. CONTRACT TRANSITION The Contractor shall provide to the Department an end of contract transition plan in accordance with Attachment E, Plans and Documents. The plan must accommodate the possibilities of transitioning to a new service provider or to the Department. A revised end of contract transition plan shall be provided to the Department in accordance with Attachment E, Plans and Documents. The revised plan shall be updated to include detail regarding changes in services, personnel, hardware, software, and all other items utilized by, or matters relevant to the Department or future service provider.


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In the event the Department elects to end or terminate any Services provided under the Contract, the Contractor shall provide the Department with a service area transition plan in accordance with Attachment E, Plans and Documents. This plan shall be provided to the Department upon notice given from the Department to the Contractor and within the time frame specified in Attachment E, Plans and Documents.

1. End of contract or end of service area transition plans shall include the following keyitems:

o Transition of resources for provider and State;o Knowledge transfer activities detailed by service area;o Technology transitiono Communication plan for transition;o Other required service operation transition services.o Events and milestones relevant to an effective transition, and dates and

times transition events will occur and milestones will be achieved; ando Steps, measures, and controls that will be employed by Contractor to

ensure minimal disruption of services during Transition period.2. Beginning 180 calendar days prior to Contract expiration or termination, and continuing

up to twelve months after the expiration or termination date, the Department is entitledto receive reasonable transition assistance services. As part of the transition assistance,the Contractor shall:

o Cooperate with the Department and/or the future service provider inconnection with the transfer of the System and the Services to theDepartment and/or a future service provider;

o Deliver to the Department and/or future service provider, upon request,whether or not previously made available to the Department:

3. All documentation created for the purposes of supporting, maintaining, upgrading, andenhancing the eProcurement system and all other systems supported under theContract, including but not limited to, system requirements and design documents(screen designs, process/data flow designs, use case models, architecture design), datadictionaries, physical and logical data models, data conversion plans, disaster andbusiness continuity plan, file formats of input and out files, and system-to-systeminterface definitions;

4. All documentation created for the purposes of operating the MyFloridaMarketPlaceprogram, including but not limited to, process design documents, operational manualsand guidelines, operating procedures documents, operations schedules, lists ofequipment and assets associated with system support and program operations, servicemetrics, and program Deliverables;

5. Training material, including but not limited to, training development components;


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6. Non-proprietary application source code, including but not limited to, operating systemscripts, language specific scripts, language specific source code, source coderepositories; all configuration files and configuration settings; and all object code ofsystems used in MyFloridaMarketPlace data processing;

o Explain, upon request, to the Department and/or the New Provider thethen-current procedures and operations Contractor follows to provide theServices and operate the System;

o Return Department-owned materials being utilized by Contractor to theDepartment and/or New Provider;

o Answer questions related to the transition and migration of the System orthe Services on an as-needed basis; and

o To the extent reasonable, provide such other services, functions, orresponsibilities that are inherent or necessary to the transition of servicessubstantially similar to the Services or to the proper performance of theeProcurement Solution, provided that such services, functions, orresponsibilities shall be limited to those that can be delivered with the thencurrent Service Provider team staffing (including applicablesubcontractors and third-party entities if required).
