Florida Department of Children and Families

Contract

By and Between

STATE OF FLORIDA

DEPARTMENT OF CHILDREN AND FAMILIES

and

Accenture LLP

for

ACCESS FLORIDASYSTEM

OPERATIONS AND MAINTENANCE

Month DD, 2013

TABLE OF CONTENTS

Attachment II: ACCESS Florida Operations and Maintenance Statement of Work (SOW)

1.Introduction

1.1Definition of Terms

1.2General Description

2.Services to be Provided

2.1Operations, Maintenance and Enhancement Tasks

2.2Task Limits

2.3Staffing Requirements

2.5Deliverables

Exhibit A: Performance Measures

Exhibit B: Payment Terms

Exhibit C: Special Provisions

ACCESS Florida Operations and Maintenance Contract 1

Florida Department of Children and Families

Attachment I: ACCESS Florida Operations and Maintenance Statement of Work (SOW)

1.Introduction

1.1Definition of Terms

1.1.1Contract Terms

Contract terms used in this document can be found in the Florida Department of Children and Families (Department) Glossary of Contract Terms, which is incorporated herein by reference, maintained in the Contract Manager’s file and located at the following website:

1.1.2Program or Service Specific Terms

The following program or service specific terms and definitions apply to ACCESS Florida System Operations and Maintenance Statement of Work (SOW).

Term / Definition
ACCESS Florida System / The Department’s existing public assistance eligibility system, which includes the following applications and subsystems: FLORIDA, ACCESS Community Partner Internet Search, ACCESS Document Imaging, ACCESS Florida KidCare, ACCESS Florida Prescreening Tool, ACCESS Florida Web Application, ACCESS Integrity Online System, ACCESS Knowledge Bank, ACCESS Management System, MyACCESS Account Authentication and User Administration, Community Partners Tracking System, Data & Reports System, Exceptions Management System, Exstream Notice System, Food For Florida, Food For Florida Volunteer and DHL Tracking, Food Stamps Data Sharing System, Integrated Benefit Recovery System, MyACCESS Account, Quality Management System, Streaming Tools, Telephonic Audio Response Unit, Business Rules Engine w/ MAGI, Web Portal, Interfaces, Business Rules engine w/Non-MAGI, Any and all new system components which are enhanced or implemented to support the Department’s public assistance eligibility system.
ADA / Americans with Disabilities Act
Adaptive Maintenance / Modification of a software product performed after delivery to keep a software product usable in a changed or changing environment.
Business Day / Days in which the Department conducts routine business. This is typically Monday through Friday from 8 a.m. to 5 p.m. local time, excluding evenings, weekends and Department observed holidays.
CFR / Code of Federal Regulations
Contract Manager / The Department employee who shall be responsible for enforcing performance of the contract terms and conditions and serve as a liaison with the Provider as required by Section 287.057(15), F.S.
Corrective Maintenance / Reactive modification of a software product performed after delivery to correct discovered problems.
COTS / Commercial-Off-The-Shelf, a term for software or hardware, generally technology or computer products, that are ready-made and available for sale, lease, or license to the general public
Covered Data / Data covered by federal or state laws or regulations
Days / Calendar days unless specified as otherwise
Department / Florida Department of Children and Families
Enhancements / Functional or technical changes to the system or application that augment or advance functionality. .
F.A.C. / Florida Administrative Code
F.S. / Florida Statutes
HIPAA / Health Insurance Portability and Accountability Act of 1996
Invoice / Provider’s itemized document stating prices and quantities of goods and/or services delivered and sent to the buyer for verification and payment
ID / Identification
IT / Information Technology
ITN / Invitation to Negotiate, the Department’s ITN #03F12GC1
NSRC / Northwood Shared ResourceCenter
O&M / Operations and Maintenance services and enhancements for ACCESS Florida System
Perfective Maintenance / Modification of a software product after delivery to improve performance or maintainability.
Preventative Maintenance / Modification of a software product after delivery to detect and correct latent faults in the software product before they become effective faults.
PMBOK / Project Management Body of Knowledge
PMI / Project Management Institute
PMP® / Project Management Professional®
Project / The ACCESS Florida System Operations and Maintenance Project
Provider Contract Manager / The person who shall be responsible for assuring Provider performance in accordance with the contract terms and conditions and serve as a liaison with the Department
Reply / The offer extended to the Department in response to an Invitation to Negotiate
SDLC / System Development Life Cycle
Severity Level 1 / Critical: Critical system processing has stopped, and DCF users are unable to perform. No workaround, bypass or alternative is available. Major service delivery impact condition exists.
Severity Level 2 / Major: A key component, application, Critical System or network is down, degraded or unusable. Processing is severely impacted, and no acceptable workaround, alternative or bypass exists. Minimal service delivery impact condition exists. Potential critical impact on service delivery condition exists.
Severity Level 3 / Minor: A component, minor application or procedure is down, unusable or difficult to use. There is some operational impact, but no immediate impact on service delivery. An acceptable workaround, alternative or bypass exists. Problems that would be considered Severity Level 1 or 2 that have a workaround, alternative or bypass available will be assigned a level of Severity 3.
Severity Level 4 / Cosmetic or No Impact: A component, procedure or personal application (not critical to DCF) is not usable. No impact to business, single incident failure, and a workaround, alternative or bypass is available. Deferred maintenance is acceptable.
SOW / Statement of Work
Stakeholders / Anyone affected in any way by the Project being conducted, or the outcome of the Project
Subcontractor / A person or entity contracting to perform part of the services under the Provider’s contract with the Department, upon Department approval.
TIM / Technical Interchange Meetings
UAT / User Acceptance Test

1.2General Description

1.2.1General Statement

The Provider agrees to provide ongoing maintenance and operations of the ACCESS Florida System over the life of the contract.

1.2.2Authority

The Department is authorized to contract for services by Sections 20.19 and 216.272, Florida Statutes (F.S.).

1.2.3Scope of Service

The Provider shall provide ongoing operations and maintenance (O&M) services and perform enhancements to the ACCESS Florida System when authorized. All work produced shall comply with all applicable Standard Operating Procedures of the Office of Information Technology Services.

1.2.4Clients to be Served

This is a non-client services contract.

2.Services to be Provided

The Provider shall provide O&M and system enhancement services for the ACCESS Florida System. The Provider will perform the tasks described below.

2.1Operations, Maintenance and Enhancement Tasks

2.1.1Project Management

Project management shall be an ongoing task for the duration of the contract. The Provider’s project management activities and responsibilities include the following (and other rationally-related tasks):

2.1.1.1Provide a project manager who is a certified Project Management Professional® (PMP®) to be the single point of contact for the ACCESS Florida System Operations and Maintenance Project (Project) who will have overall responsibility for the delivery of the Project based upon mutually-agreed upon criteria and requirements.

2.1.1.2Provide project management services in accordance with industry-leading commercial practices as established by the most current edition of the Project Management Institute’s (PMI) Project Management Book of Knowledge (PMBOK).

2.1.1.3Develop and maintain Project Management Plan. Manage the Project in accordance with the project schedule and budget. Revise the Project Management Plan, project schedule and all other project management materials as authorized through the change control process. The Project Management Plan shall include the following plans:

System Development Lifecycle (SDLC)
Project Management Plan
Communication and Change Management Plan
Configuration Management Plan
Quality Management Plan
Issue Management Plan
Scope Management Plan
Risk Management plan
Transition Management Plan
Change Control Management Plan
User Training Plan
Test Plan
Master Test Plan
Manage issues, risks and communications in line with the associated plans.
Validate adherence to the project management standards and guidelines as established in cooperation with the Department.
Establish configuration management procedures and execute in line with the Configuration Management Plan.
Manage and assume responsibility for all proposed resources. This includes the work assignment, work effort and responsibility for all tasks.
Manage resources to meet providers obligations with regard to the agreed upon performance measures.
Facilitate weekly status meetings. Prepare and submit weekly status reports and meeting minutes of all meetings facilitated by the Provider. Participate in executive level meetings and facilitate Project-related meetings as necessary to fulfill responsibilities as specified in this contract.
Provide operational reports on a monthly basis in support of the service level reporting and the details to support monthly invoices.
Act as a technical liaison for the ACCESS Florida System with interface partners and other software provider’s technical staff.
Provide support/reporting during budget cycles and legislative sessions.
Confirm that all electronic and information technology procuredmeets the applicable accessibility standards at 36 Code of Federal Regulations (CFR) 1194, Provider will maintain such compliance, unless an exception to this requirement exists. The Provider warrants all system changes and related documentation submitted maintains the existing level of compliance with the Americans with Disabilities Act (ADA) Section 508, unless both parties mutually agree to alter the level of compliance.All enhancements and related documentation submitted will comply with the Americans with Disabilities Act (ADA) Section 508, unless both parties mutually agree to alter the level of compliance. System changes and deliverables which decrease the level of ADA compliance without prior approval of the Department will be returned to the Provider to be brought into conformance at the Provider’s expense.

2.1.2Transition Responsibilities from Incumbent Provider

There will be period of transition between the incumbent provider of O&M and enhancement services and the new Provider. During this period, the new Provider will assume responsibility for the ACCESS Florida System services as described in this SOW. The Provider will have access to the existing staff to learn the current processes, to understand the work-in-progress, and to conduct knowledge transfer.

The Provider will:

2.1.2.1Develop and maintain a Transition Plan showing the time and effort needed from the Department, the incumbent provider’s staff, and the Provider’s own staff. The Transition Plan will include identification of key risks and risk mitigation strategies. It will show the schedule of activities and completion dates.

2.1.2.2Document the exit criteria from this transition phase that will demonstrate the Provider is capable of maintenance, operations, and enhancement services at the level necessary to meet the service levels and needs of the Department.

2.1.2.3Manage the transition phase in a collaborative way to maximize the knowledge transferred from the incumbent provider and eliminate the risk of service interruption.

2.1.2.4Meet regularly with key Department personnel to present status, resolve issues, and update the risk mitigation plan.

2.1.3Operations

The Provider is responsible for operations to include maintaining day-to-day operations of the ACCESS Florida System and all of its components including mainframe, servers, rules engines, portals, interfaces, batches, data, applications, reports, correspondences. The Provider will:

2.1.3.1Provide 24 hours a day, seven days a week support for the ACCESS Florida System such as resolve outages, restart processes that become hung or aborted, resolve data issues as necessary to meet performance measure requirements. Assist NSRC in completing batch cycles when issues are encountered.

2.1.3.2Support Audit and Public Records Requests upon authorization to release the information from the Department.

2.1.3.3Provide support for Department legal actions

2.1.3.4Data clean up support (Data Issues Fixes, Duplicate Data Cleanup)

2.1.3.5Monitor and identify issues reported through the Department’s system of record for issue tracking, priority and severity.

2.1.3.6Provide troubleshooting support and lead the research and resolution of O&M issues to meet performance measure requirements that are in effect.

2.1.3.7Provide configuration support and maintenance for the ACCESS Florida System. The Provider shall propose an integrated source code review, management, promotion, testing, configuration, software packaging, documentation, and delivery process to be applied to all ACCESS Florida System source code changes.

2.1.3.8Monitor and manage batch performance and interfaces on daily basis.

2.1.3.9Manage and maintain logical DBA support for ACCESS Florida System databases and data marts in production and lower environments.

2.1.3.10Act as a liaison on behalf of the Department when working with the Northwood Shared Resource Center (NSRC) to resolve any network, firewall, security, and access control issues and to resolve hardware and software issues in accordance with the licensing agreements in place with the associated hardware and software vendors. Management and enforcement of licensing agreements will remain the responsibility of the Department.

2.1.3.11Create new documentation as required within the parameters of this Contract and maintain existing documentation.

2.1.3.12Assist the Department in system performance monitoring and capacity planning.

2.1.3.13Support the Department to test the disaster recovery and business continuity process as documented in the Department’s Disaster Recovery Plan.

2.1.3.14Support security administration for managing the ACCESS Florida System security as agreed to during the transition and period.

2.1.3.15Perform server administration for non-production environments. This includes:

Administration and management of application. The NSRC provides OS layer to hardware support.
Deployment of Application Code
Web server administration
Code repository maintenance
Work with the NSRC to conduct hardware and software routine maintenance and facilitate purchase of hardware and software annual maintenance and upgrades as requested and upon approval from the Department. Apply Commercial-Off-The-Shelf (COTS) vendor approved software upgrades/patches as needed to maintain acceptable performance of the ACCESS Florida System. Maintain asset inventory of software items (including licenses) related to the ACCESS Florida System.

2.1.4Corrective and Preventive Maintenance (collectively referred to as Maintenance for the remainder of the document)

Maintenance will be an ongoing activity for the duration of this contract. Maintenance includes identification of ACCESS Florida System related system and application issues, working with the Department to prioritize these issues for a release, managing the system development lifecycle of the release, and creating and maintaining appropriate documentation. The provider will be responsible for managing the ACCESS Florida System to meet the performance measures that are in effect.

The Provider will:

2.1.4.1Monitor license requirements for the user community and keep licenses current for all authorized users.

2.1.4.2Work with the NSRC to keep the system tuned to perform at improved levels and in keeping with the service levels.

2.1.4.3Monitor Department help desk and user system and applicationissues to work to confirm timely identification and resolution of systemand application issues that impact business operations.

2.1.4.4Coordinate problem resolution with Help Desk, Department management and Partners.

2.1.4.5Use surveillance and data collection tools to gather application level fault information

2.1.4.6Analyze application fault information and conduct root cause analysis

2.1.4.7Facilitate resolution of issues including, but not limited to, production application issues, security and logging issues, batch failures, batch performance issues, interface data transmission and connectivity issues, report/data mart architecture and report generation issues.

2.1.4.8When identified by the Department or Provider staff, correct systems issues to prevent the recurrence of failures.

2.1.4.9Recommend items for enhancement prioritization to the Department when the resolution of a maintenance issue requires a longer term, larger enhancement for industry leading long term results.

2.1.4.10Gain agreement from the Department on the content of ACCESS Florida System releases that target resolution of production and other system or application issues before development work begins. A release is considered complete when agreed-to incidents and other elements included in the release successfully pass the Department’s user acceptance test (UAT).

2.1.4.11Submit an initial recommendation for release content to the Department five (5) weeks prior to the scheduled production implementation date.

2.1.4.12Based on the agreed to release content the Provider will identify and report to the Department target functional areas that require regression testing. This information will be used to plan the Department’s UAT process but shall not determine the extent of the Department’s UAT.

2.1.4.13Architect and design system and application changes including solutions analysis, screen and database design, impact assessments, time estimating, and quality assurance.

2.1.4.14Make code modifications as required.

2.1.4.15Manage unit, system and regression testing. When a build is deployed into the UAT environment, the Provider will submit documentation detailing completion of system and integration testing of the release.

2.1.4.16Coordinate with Department staff for UAT testing.

2.1.4.17Manage migration of code and deployments of the ACCESS Florida System components in development, test, training, performance and production environments as defined by the Department.

2.1.4.18Update system documentation, or create new documentation if required, to document all modifications to the system as a result of resolutions. Document actions taken to resolve issues, and enter all related details in Department’s system of record for tracking and code management.

2.1.4.19Execute performance testing and regression testing on each release. If the nature of a change does not need performance testing, the performance testing requirement may be waived at the discretion of the Department.

2.1.4.20Manage the process of emergency releases to production environment for resolution of critical production system and application issues.

2.1.4.21Support data fix process that includes identifying the issue, functional and technical impacts, coding and testing, coordination of UAT, obtaining appropriate approvals and applying the fix in production.