0A1323_A16_fully_signed.pdf

Accenture LLP 0A1323, Amendment 16 Page 1 of 9

Version 7/23

ENTERPRISE SALESFORCE MANAGED SERVICES AND ENHANCEMENTS

REQUEST FOR PROPOSALS CONTRACT (0A1323)

AMENDMENT 16

This Amendment 16 to contract #0A1323 (the “Amendment”) is between the State of Ohio, Department of Administrative Services (the “State”) and Accenture LLP (the “Contractor”). This Amendment changes the terms of the Enterprise Salesforce Managed Services and Enhancements Request for Proposals contract (0A1323) (the “Contract”).

WHEREAS, the State and Contractor entered into the Contract on September 19, 2024; and

WHEREAS, the State and Contractor determined that an amendment is necessary to address certain revisions to the Contract.

NOW, THEREFORE, the Contract is amended as follows:

1. In Supplement 1, Article 8.0, add new Subsection 8.12 Multi-Agency Radio Communication System -

Radio Management Information System Project Phase 2 Statement of Work attached to this Amendment as Exhibit 1 and incorporated as if fully rewritten herein.

2. In Attachment Nine, Cost Proposal, of the Contract, add a new tab titled “Amendment 16” for the cost of the additional Work in Supplement 1, Section 8.12. The revised cost proposal, 0A1323_Cost_Proposal_Accenture_BAFO_A16, becomes part of the Contract as if fully rewritten herein and is effective as of the effective date of this Amendment.

This Amendment shall become effective as of the date of the State’s signature and shall remain in full force and effect for the term of the Contract. Except as modified by this Amendment, all other terms, conditions and pricing of the Contract shall remain the same and in full force and effect.

IN WITNESS WHEREOF, the parties have executed this Amendment as of the dates appearing below.

ACCENTURE LLP STATE OF OHIO

DEPARTMENT OF ADMINISTRATIVE SERVICES

By: By:

Name: ______________________________ Name: Kathleen C. Madden

Title: Title: Director

Date: Date:

12/1/25

Abrar Shaikh

Managing Director

Docusign Envelope ID: 555FC11F-064F-49F5-B401-730DF27703F7

Accenture LLP 0A1323, Amendment 16 Page 2 of 9

EXHIBIT 1

8.12. Multi-Agency Radio Communication System – Radio Management Information System

Project Phase 2 Statement of Work

This Statement of Work for the Multi-Agency Radio Communication System – Radio Management Information System Project Phase 2 (“SOW”) is for the State of Ohio Department of Administrative Services (“DAS”) pursuant to the terms and conditions of the Contract.

All capitalized terms used in this SOW that are not otherwise defined herein shall have the same meanings set forth in the Contract. In the event of a conflict between the terms of this SOW and the terms of the Contract, this SOW shall supersede.

8.12.1. OBJECTIVE

The Contractor must continue to partner with DAS to expand the Multi-Agency Radio Communication System (“MARCS”) in Salesforce for Phase 2, enabling a scalable platform to support the evolving needs of the system with increased capabilities. This SOW includes maintenance services for defect resolutions for Phase 1.

8.12.2. SCOPE OF PROJECT

The Contractor is partnering with the State of Ohio Department of Administrative Services (“DAS”) to continue the maintenance and support for Phase 1 implementation and to expand a Salesforce-based Radio Management Information System that will modernize and streamline finance and billing processes, talk groups management, and integrations with SQL Server.

The following capabilities must be mapped for implementation of this scope of work:

8.12.2.1. Finance Management:

a. Configure the MARCS Portal (Salesforce Experience Cloud) to display key invoice and payment information associated to Subscribers, such as date, due date, amount and status.

b. Develop functionality within Salesforce to generate and send reminders containing invoice details to designated portal users.

c. Build an interface with CBOSS to provide portal users with the ability to complete invoice payments.

d. Develop functionality to process invoices flagged for collection by the Ohio Attorney General’s Office through a separate workflow, ensuring compliance with state-mandated guidelines.

e. Implement a unidirectional integration from Snowflake to Salesforce using MuleSoft to receive invoice and payment updates that are in the InnovateOhio Platform (“IOP”) from the OAKS accounting system.

f. Confirm that once a payment has been processed and marked as credited in OAKS, the corresponding invoice status is updated in the MARCS Portal.

g. Implement appropriate data security and sharing rules to ensure each portal user only views their authorized finance/invoice data.

h. Configure a Case process to auto-generate Cases to request a new OAKS Customer ID and route to the finance team queue.

8.12.2.2. Talk Group Management:

a. Configure the MARCS Portal (Salesforce Experience Cloud) to display a categorized list of talk groups, distinguishing between talk groups owned by Subscribers and talk groups of which Subscribers are members.

Accenture LLP 0A1323, Amendment 16 Page 3 of 9

b. Develop a form and process for submitting requests to create new talk groups. All requests are reviewed and approved/denied by the MARCS support staff, then if approved, create the new talk groups in Salesforce and in the Motorola PMI system manually.

b. Develop a form and process for submitting requests to remove associations from talk groups as the talk group owner or member. All requests are reviewed and approved/denied by the MARCS support staff.

c. Design a secure form for uploading required documentation to establish ownership of a talk group.

d. Implement an integration between Salesforce and the Motorola PMI system to update and synchronize talk groups data via MuleSoft.

e. Ensure access controls so that the visibility of talk groups is limited to those that are either owned by Subscribers or where Subscribers are members.

8.12.2.3. SQL Server Integration:

a. Develop integrations to send Subscriber Account and Asset Objects field data from

Salesforce to SQL Server to allow for the MARCS support staff to run reports in Grafana. Data transformations must be handled in the SQL Server layer solely by the DAS team.

b. Gather requirements for the integration needs between SQL Server to Salesforce to allow for update/delete of records in Salesforce.

i. The Contractor must propose and implement a bi-directional solution tool that can send and ingest data between Salesforce and SQL Server 2022 Standard.

ii. Once requirements are captured for data to be sent from SQL Server to

Salesforce, the Contractor must estimate the level of effort and identify which use cases are feasible to be implemented in Phase 2 of work based on the timeline and resources allocated.

8.12.2.4. Maintenance and Support for Phase 1 - Resolve defects related to Phase 1 build for a period of 24 weeks. A defect resolution is defined as an issue in the MARCS system that is not functioning as intended per the documented solution and technical design specifications provided by the Contractor in Phase 1 of work.

8.12.2.5. Maintenance and Support for Phase 2 - Resolve defects related to Phase 2 build for an additional four weeks after hypercare. A defect resolution is defined as an issue in the MARCS system that is not functioning as intended per the documented solution and technical design specifications provided by the Contractor in Phase 2 of work.

The scope of work includes the full system development lifecycle, starting with requirements gathering, solution design and configuration, followed by iterative development phases using an iterative approach, and hyper care. The level of effort for the integrations outlined above must be confirmed once the Discovery and Design Phase is finalized and must be implemented according to the timeline and resources available and assigned for Phase 2.

The Contractor must facilitate stakeholder reviews, and execute multiple rounds of testing, including unit testing and system end-to-end testing, to confirm the solution meets DAS’ requirements.

Additionally, the Contractor must provide support to user acceptance testing (“UAT”) and oversee deployment to enable a smooth transition. Post-implementation support of four weeks must also occur between the Contractor and DAS staff to equip DAS staff with the tools and knowledge needed for long-term system sustainability.

Accenture LLP 0A1323, Amendment 16 Page 4 of 9

8.12.3. TIMELINE

The following engagement timeline outlines the duration and timing for this effort, during which the Contractor must lead the aforementioned activities. The project is planned to start on or about the week of August 18, 2025 and end on or about March 27, 2026.

8.12.4. KEY ACTIVITIES

Within each phase of the project approach outlined above, the Contractor must perform the following key activities to achieve the stated Milestone Outcomes.

8.12.4.1. Phase 2 Implementation

Phase Activities Milestone Outcomes

Program & Project Management

1. Provide regular updates on project progress, challenges, and successes

2. Set up clear communication channels to keep stakeholders informed and facilitate collaboration

Weekly Status Reports

Discovery and Design

1. Conduct requirements gathering sessions

2. Compile requirements in the form of user stories

User Stories Document

Data Modeling & Preparation

Confirm design for objects, relationships and data structure per collected requirements

Object Model

Build and Testing

1. Build requirements in system

2. Test individual components for functionality, confirming the components work as expected

Technical and Solution Design Document

System Integration Testing

(“SIT”)

1. Define SIT End to End test scenarios

2. Prepare test data to align to MARCS use case scenarios

3. Test to verify components built in the system work together in end-to-end flows as intended

4. Log, track and resolve material defects

SIT Testing Plan & Scripts

User Acceptance Testing

(“UAT”)

1. Assist end users in testing scenarios to confirm the system meets their needs

2. Collect end user feedback and add to backlog of requirements

3. Obtain DAS sign-off to proceed to deployment

UAT Sign-off

Accenture LLP 0A1323, Amendment 16 Page 5 of 9

MuleSoft Integration

Leverage MuleSoft GovCloud and standard Motorola PMI and Snowflake (OAKS) to design, build, test, and deploy MuleSoft API-based integration with Salesforce

End-to-end Integration Testing of MuleSoft APIs

Deployment & Go-Live

Confirm pre-go-live readiness is confirmed with DAS (including final UAT sign off)

Deployment to Production Environment

Hypercare Support end users with post-production issues

Hypercare Support (4 weeks)

8.12.4.2. Maintenance and Operations (“M&O”) Support for Phase 1

M&O Support for Phase 1 Implementation

1. Tracking, analyzing, and resolving defects or system issues assigned to the Contractor by the MARCS support staff via ServiceNow.

2. Planning and executing regular deployments, including coordination of build activities, code merges, and environment refreshes.

3. Security updates and providing end-user support for day-to-day operational questions.

Updated tickets in ServiceNow.

8.12.4.3. M&O Support for Phase 2

M&O Support for Phase 2 Implementation (Additional 4 weeks after Hypercare)

1. Tracking, analyzing, and resolving defects or system issues assigned to the Contractor by the MARCS Support Staff via ServiceNow.

2. Planning and executing regular deployments, including coordination of build activities, code merges, and environment refreshes.

3. Security updates and providing end-user support for day-to-day operational questions.

Updated tickets in ServiceNow.

8.12.5. DAS RESPONSIBILITIES

DAS’ responsibilities include active participation in the project and availability to participate in status meetings, content discussions, working sessions, as well as the following activities:

8.12.5.1. DAS will secure the timely and sufficient involvement of all contributors. Access to business and technical stakeholders participating in the project team is critical in order to complete the Deliverables within the defined timeframe.

8.12.5.2. DAS will provide access to applicable State systems, legacy applications, and relevant documentation.

8.12.5.3. DAS will assist with and facilitate coordinating and scheduling meetings, including setting up of web-conferences and reserving conference rooms or meeting space required where Contractor personnel do not have direct access to the resources themselves.

8.12.5.4. DAS will provision MuleSoft environments including DEV, TEST, UAT, and PROD for use in the MuleSoft development process. DAS will configure and own any MuleSoft environment management and setups. DAS will set up and manage DevOps tools for use with MuleSoft including a source code repository, automated deployment scripting, and an artifact repository.

8.12.5.5. DAS will procure and maintain the necessary Salesforce licenses, third-party software, and infrastructure.

Accenture LLP 0A1323, Amendment 16 Page 6 of 9

8.12.5.6. DAS will procure and maintain the necessary ADO/Copado licenses or another tool of choice for deployments, and will provide instructions on the current DevOps processes utilized by DAS.

8.12.5.7. DAS will provide appropriate Salesforce environments (e.g., Sandboxes, UAT org) for development, testing, and deployment.

8.12.5.8. DAS will make key business and technical stakeholders available in a timely manner for workshops, design reviews, UAT, etc.

8.12.5.9. During Discovery, key stakeholders from all functional workstreams from DAS should be available for discussion. Any delays in client availability during Discovery and further stages would have a significant impact on the timeline and cost.

8.12.5.10. DAS will utilize the ServiceNow ticket system for prioritizing and funneling defects and issues to the Contractor team.

8.12.5.11. The DAS team will handle first tier support and contact with end users directly and subsequently triage the relevant defect fixes and assign them to the Contractor team via ServiceNow. The Contractor support team will not receive calls or contact portal end users directly.

8.12.5.12. The parties must use the change request process to mutually agree on any changes to the work, services and/or fees, including arising from any changes in assumptions, increase in scope/complexity, etc.

8.12.5.13. DAS will make available the relevant data in the IOP from the OAKS account system in a timely manner.

8.12.5.14. This SOW’s scope does not include data transformations in the MuleSoft layer or in Salesforce for the SQL Server integrations. All data transformations needed will be handled in the SQL Server by the DAS/MARCS teams.

8.12.6. CONTRACTOR RESPONSIBILITIES

8.12.6.1. At the end of Discovery, the Contractor must conduct a true-up estimate or evaluation, and if there is a significant gap identified between the effort size, scope, or solution, the delivery plan, resourcing and costs must be revisited.

8.12.6.2. The Contractor must confirm that MARCS Portal and MARCS internal pages, components, forms, and user interfaces conform to the Web Content Accessibility Guidelines (WCAG)

2.1 Level AA Standards as required by State of Ohio Administrative Policy IT-09.

8.12.6.3. The Contractor must create another SOW for post-go live long-term support, and must include requirements gathering/analysis, system design, development, testing, deployment, and training for Phase 3.

8.12.7. DELIVERABLES

The final Deliverable(s) estimated due date is March 27, 2026 based on a project start date of August 18, 2025.

Name Description Weekly Status Report Weekly report of activities for the current week, planned activities for the next week, budget used and remaining, project health in terms of scope, budget, and schedule, risks and issues.

Object Model A detailed diagram and documentation of the proposed object model, including relationships between objects and object hierarchy.

Technical and Solution Design Document

This document details the technical architecture and design of the solution, including system components and integrations.

UAT Document This document details the end-users' testing scenarios for DAS end-users to perform in UAT.

MuleSoft Integration MuleSoft API-based integration between Salesforce and Motorola web services for maintaining radio inventory and statuses (active, not active, inhibited radios)

Accenture LLP 0A1323, Amendment 16 Page 7 of 9

Name Description SIT Scripts These scripts provide instructions for SIT to guarantee all system components work together as expected.

Deployment & Go-Live Deployment to Salesforce Production environment with DAS approval.

Hypercare Support Four weeks of dedicated support to triage issues immediately after product go-live.

M&O Support for Phase 1 and Phase 2

Support ongoing activities needed to keep a system, process, or organization running smoothly after its initial implementation.

Including system monitoring, bug fixes, and ensuring long-term stability and performance.

8.12.8. Acceptance Process

8.12.8.1. The Contractor must perform the work and deliver Deliverables according to the schedules in this SOW.

8.12.8.2. The Contractor must submit the completed Deliverable to DAS for its review and acceptance.

8.12.8.3. Upon acceptance of a Deliverable, DAS will provide written notice to the Contractor stating the Deliverable is accepted (email notification will suffice as written notice).

8.12.8.4. If DAS rejects a Deliverable, the rejection must be in writing and sent to the Contractor within five business days of submission of the Deliverable, specifically identifying the manner in which the Deliverables fail to substantially conform to applicable acceptance criteria.

8.12.8.5. If DAS does not provide written rejection of a Deliverable within five business days following submission of the Deliverable, the Deliverable is deemed to be accepted.

8.12.8.6. If DAS provides notice of nonconformity within the five business day period, DAS will then have another five business days to review the revised Deliverables.

8.12.8.7. All Deliverables must be accepted before moving to the next project phase.

8.12.8.8. Any additional details or changes must be documented and incorporated into the SOW via a change request and written amendment, if needed, pursuant to the Contract.

8.12.9. TERM

The Services under this SOW will commence on or around August 18, 2025 and end on March 27, 2026.

8.12.10. COST

This SOW provisions the effort at a fixed rate of $200.85 per hour for 3,000 hours, for a total of $1,965,116.40

8.12.11. PAYMENT TERMS

Payments will be billed monthly in arrears for actual hours worked as shown in the table below. The following State agency is the Ordering Agency which will be billed and responsible for payments to the Contractor:

Agency name: Ohio Department of Administrative Services

Bill to Address: 30 E. Broad Street, Columbus OH 43215

Invoice Date Hours Rate Amount November 28, 2025 1,956 $200.85 $392,862.60 December 31, 2025 1,956 $200.85 $392,862.60

Accenture LLP 0A1323, Amendment 16 Page 8 of 9

January 30, 2026 1,956 $200.85 $392,862.60 February 27, 2026 1,956 $200.85 $392,862.60 March 31, 2026 1,960 $200.85 $393,666.00

Total 9,784 $1,965,116.40

Accenture LLP 0A1323, Amendment 16 Page 9 of 9

SUMMARY OF AMENDMENTS

Amendment Number

Effective Date Description

16 TBD Add DAS SOW as Supplement 1 Section 8.12 15 10/28/2025 Add COM SOW as Supplement 1 Section 8.11 14 10/24/2025 Add DMH SOW as Supplement 1 Section 8.10 13 10/24/2025 Add DNR SOW as Supplement 1 Section 8.9 12 TBD Update Section 8.7 with new DOH Mulesoft resource 11 TBD Add rates through FY36 to Rate Cards and Optional Items 10 9/22/2025 Add DCY SOW as Supplement 1 Section 8.8 9 9/22/2025 Add DOH SOW as Supplement 1 Section 8.7 8 8/29/2025 Update cost proposal to reflect increased eLicense services 7 8/18/2025 Add DCY SOW as Supplement 1 Section 8.6 6 7/10/2025 Update Blended Rates for FY26 5 4/7/2025 Add DAS SOW as Supplement 1 Section 8.5 4 3/31/2025 Add DCY SOW as Supplement 1 Section 8.4 3 5/6/2025 Add DCY SOW as Supplement 1 Section 8.3 2 4/15/2025 Add DNR SOW as Supplement 1 Section 8.2 1 3/14/2025 Add DCY SOW as Supplement 1 Section 8.1