10.3.1 S2377 Scope of Work.docx

SCOPE OF WORK ATTACHMENT

SCOPE OF WORK

OVERVIEW - The scope of work is broken down into tasks, activities, and deliverables. The tasks and activities within this section are not necessarily listed in the order that they shall be completed. Vendor shall reflect within their proposal and preliminary project plan their recommended approach to scheduling and accomplishing all tasks and activities identified within this solicitation.

All tasks performed by Vendor shall be reviewed by the Quality Assurance monitor, as well as DHCFP staff.

VENDOR RESPONSE TO SCOPE OF WORK

Within the proposal, Vendor shall provide information regarding their approach to meeting requirements described herein.

If subcontractors shall be used for any tasks, Vendor shall indicate what tasks and the percentage of time subcontractor(s) shall spend on those tasks.

Vendor response shall be limited to no more than five pages per task not including appendices, samples and/or exhibits.

DELIVERABLE SUBMISSION AND REVIEW PROCESS

Once the detailed project plan is approved by DHCFP, the following subsections detail the process for submission and review of deliverables during the life of the project/contract.

General

Vendor shall maintain a secure, accessible repository to store, maintain and support all project documentation including but not limited to agendas, minutes, meeting notes, deliverables, schedules, and status reports. The repository shall provide document version control capabilities and be customized for Nevada users and providers.

Vendor shall provide one electronic copy of each deliverable to the DHCFP Project Manager as identified in the contract.

Vendor shall provide electronic copies of agendas, minutes, and status reports to the DHCFP Project Manager via email as identified in the contract.

Once a deliverable is approved and accepted by DHCFP, Vendor shall provide an electronic copy of the final document. DHCFP may, at its discretion, waive this requirement for a particular deliverable.

The electronic copy shall be provided in software currently utilized by DHCFP or provided by Vendor.

Deliverables shall be evaluated by DHCFP utilizing mutually agreed acceptance/exit criteria.

Deliverable Submission

Deliverables shall be developed by Vendor according to the approved format and content of the summary document for each specific deliverable.

At a mutually agreed meeting, on or before the time of delivery to DHCFP, Vendor shall provide a walkthrough of each deliverable if requested by DHCFP.

Deliverables shall be submitted no later than 5:00 p.m., per the approved contract deliverable schedule.

Deliverables may be accompanied by a mutually agreed upon Deliverable Sign-off Letter.

If the use of a Deliverable Sign-off Letter is agreed upon, a template shall be provided by DHCFP for the Deliverable Sign-off Letter.

Deliverable Review General

DHCFP’s review time begins on the next working day following receipt of the deliverable.

DHCFP has up to 10 working days for the initial review of a deliverable.

DHCFP’s review time shall be determined by the approved and accepted Project Plan/Schedule unless otherwise agreed upon.

DHCFP shall provide comments, either by comments or track changes within the deliverable document itself or by a separate comment log indicating the deliverable, version, and date of response.

Any subsequent deliverable dependent upon DHCFP’s acceptance of a prior deliverable shall not be accepted for review until all issues related to the previous deliverable have been resolved.

If agreed upon, the Deliverable Sign-off Letter shall be included.

Deliverable Review Rejected

Deliverables determined to be incomplete and/or unacceptable for review shall be rejected within the first five days of review’s period.

Rejected deliverables shall not be considered delivered and shall be returned to Vendor.

DHCFP shall return the rejected deliverable for major rework/revisions with summary comments included.

DHCFP shall not provide detailed comments for the rejected deliverable.

Vendor shall acknowledge and respond to the rejection notification within three working days and shall submit the revised deliverable within five working days of the rejections.

A meeting to discuss DHCFP’s position regarding the rejection of the deliverable shall be completed within three business days after completion of Vendor’s review or a mutually agreed upon time frame.

Upon resubmission of the completed deliverable, DHCFP shall follow the steps outlined in this section pertaining to review, acceptance, or rejection.

Comments/Revisions Requested by DHCFP. If DHCFP has comments and/or revisions to a deliverable, the following shall be provided to Vendor.

A detailed explanation of the revisions to be made and/or a marked-up copy of the deliverable submission.

DHCFP shall have 10 working days to complete the initial deliverable review and five working days to complete any subsequent deliverable review.

DHCFP may return a deliverable because of an unacceptable review response.

If all revisions are not resolved within the first 2 review rounds, a meeting to resolve outstanding issues shall be completed within three working days after completion of the second review, or within a mutually agreed upon time frame.

Agreements made during meetings to resolve issues shall be documented separately.

Once an agreement is reached regarding changes, Vendor shall incorporate them into the deliverable for resubmission to DHCFP.

All changes shall be easily identifiable by DHCFP.

Vendor shall resubmit the revised deliverable within five working days or a mutually agreed upon time frame of the resolution of any outstanding issues.

During the re-review process, DHCFP shall only comment on the original exceptions noted.

The resubmitted deliverable shall be accompanied by all previously resolved comments and may include a Deliverable Signoff letter if agreed upon.

All other items not originally commented on are considered accepted by DHCFP.

Vendor shall provide one updated and complete electronic copy of each deliverable after approval and acceptance by DHCFP.

Once Vendor receives the original deliverable approval, DHCFP can then be invoiced for the deliverable.

Deliverable Review Accepted

If the deliverable is accepted, an email containing the comment log or the deliverable version with comments or track changes accompanied by the original Deliverable Sign-off Letter, if agreed upon, shall be returned to the Vendor.

Once Vendor receives the deliverable sign-off, DHCFP can then be invoiced for the deliverable.

PROJECT KICKOFF

A project kickoff meeting shall be held with representatives from DHCFP and Vendor within 10 days after contract approval and prior to work performed. Vendor shall work with DHCFP to form a kickoff workgroup to prepare for this presentation. Items to be covered in the kickoff meeting shall include, but not be limited to:

Reviewing the project mission.

Describing how the team will communicate within the project, includes project status reports, meeting schedules, distribution, and other related information.

Defining lines of communication and reporting relationships.

Pinpointing high-risk or problem areas.

Issue resolution process.

Identification of all appropriate stakeholders.

Reviewing high level timeline.

Kickoff Deliverables: refer to Kickoff section in Scope of Work Deliverables Table for all deliverables required in this stage. A definition of each deliverable is provided in the attachment.

PLANNING AND ADMINISTRATION

The objective of this task is to ensure that adequate planning and project management are dedicated to this Centralized Credentialing System project.

Vendor shall work with DHCFP to develop entrance and exit criteria for this stage and ensure these are met at the end of this stage.

Vendor shall work with DHCFP to provide a detailed project plan with fixed deadlines to include, but not be limited to:

Project schedule including tasks, task duration, target completion date, assigned resources and dependencies – built from Work Breakdown Structure (WBS).

Project milestones.

Entrance and exit criteria for specific project milestones.

Project organization including a resource plan defining roles and responsibilities for Vendor, subcontractors (if applicable) and DHCFP.

Attend and participate in all project-related meetings requested by DHCFP at a location to be determined by DHCFP. Attendance may be in person or via teleconferencing, as mutually agreed to by the project team. These meetings shall follow an agenda mutually developed by Vendor and DHCFP. Vendor shall prepare materials or briefings for these meetings as requested by DHCFP. Minutes shall be taken and distributed by DHCFP staff within five working days after the meeting. Minutes shall be distributed via facsimile or email.

The agenda shall include, but not be limited to:

Review and approval of previous meeting minutes.

Vendor project status.

DHCFP project status.

Contract status and issues, including resolutions.

Quality Assurance status.

New action items.

Outstanding action items, including resolutions.

Setting of next meeting date.

Other business.

Provide written project status reports delivered to DHCFP project management bi-weekly or at a mutually agreed upon frequency. The format shall be provided by or approved by DHCFP prior to issuance of the first project status report. The status reports shall include, but not be limited to the following:

Overall completion status of the project.

Accomplishments during the period, including DHCFP staff/stakeholders interviewed, meetings held, Joint Application Development (JAD) sessions and conclusions/decisions determined.

Problems encountered and proposed/actual resolutions.

What is to be accomplished during the next reporting period.

Risks/issues that need to be reviewed or addressed, including contractual.

Current status of identified risks.

Quality Assurance status.

Updated MS Project timeline showing percentage completed, tasks assigned, completed, and remaining.

Identification of schedule slippage and strategy for resolution.

Develop comprehensive plans to cover:

Disaster Recovery/Business Continuity Change Management Communications Contract Administration Customer Care Data Conversion Data Management Knowledge Transfer Quality Assurance Risks and Issues Training and Outreach Testing Transition and Closeout Post Implementation Review

Facilitate a joint review of RFP requirements along with a system demonstration with DHCFP and designated business and policy stakeholders, resulting in an approved baseline system Requirement Tracking Matrix (RTM). Vendor shall demonstrate their solution to show configurable features and functions and how it satisfies RFP requirements, documenting DHCFP configurable specifications, action items, gaps, solutions, decisions, and next steps. Documented output shall be submitted within three business days of the review session.

Work with DHCFP to establish role-based access to the system reporting function, document in the Reporting User Guide. Ensure reporting is robust and covers all types of activities for members and providers, along with search features to allow users to extract data by search parameters. Reports shall cover any time period requested, shall not interfere with system response time and operation, output shall be available within two working days of the request. Ad hoc reports shall be available within 24 hours of the request. Standard monthly reports shall be available to user within five working days following the reporting period, and Vendor shall not impose any limitations or required approvals on provision or delivery of reports to DHCFP.

Throughout Planning and Administration, collect lessons learned from the project team and compile them into an informative document at closeout.

Provide Planning and Administration Deliverables: refer to Planning and Administration section of Scope of Work Deliverables Table for all deliverables and updates required in this stage. A definition of each deliverable is provided in the attachment.

DESIGN AND CONFIGURATION

The objective of this task is to apply Nevada-technical and administrative requirements to ensure the solution is ready for use by designated users. The solution shall be highly configurable to achieve full functionality in a cost-effective manner, keeping customization at a minimal level. Vendor shall:

Work with DHCFP to develop entrance and exit criteria for this stage and ensure these are met at the end of this stage.

Work with DHCFP to form a workgroup to address Design and Configuration requirements.

Ensure that Design and Configuration meets the entrance and exit criteria set for this stage.

Develop or update deliverable plans and documents for system design, data conversion, system requirements traceability matrix, system user manual, system reporting guide, master test plan and acceptance criteria, change management and the project management plan as required.

Propose the number of system enhancement pool hours needed for configuration and deployment tasks. Proposed enhancement estimates shall be approved by DHCFP prior to the start of development of system enhancements. Enhancements defined as:

New features or functionality that falls outside the scope of RFP requirements, Vendor proposal response, the contract, or negotiations.

Activities that are not defined as maintenance throughout the RFP.

Deliver the software application and any required dependent objects, such as software keys and/or codes required to activate the software application.

The cost of Vendor’s recommended system enhancement pool hours shall be included in the offeror’s fixed price and included in the Cost Schedule. At the end of each year, any unused hours from the pool of annual hours shall be carried forward into the next contract year.

Throughout Design and Configuration, Vendor shall collect lessons learned from the project team and compile them into an informative document at closeout.

Provide Design and Configuration Deliverables: refer to Design and Configuration section of Scope of Work Deliverables Table for all deliverables and updates required in this stage. A definition of each deliverable is provided in the attachment.

DEVELOPMENT AND DEPLOYMENT

The objective of this task is to prepare for implementation. All aspects of solution testing, end user training, support preparation, data conversion and operational readiness shall be deployed to ensure the solution is ready to go live on the target implementation date. Vendor shall:

Work with DHCFP to form a workgroup to address Development and Deployment requirements.

Work with DHCFP to develop entrance and exit criteria for this stage and ensure these are met at the end of this stage.

Provide appropriate testing environments to ensure all identified test scenarios are fully tested and approved.

Execute all testing activities in accordance with the approved Master Test Plan and acceptance criteria.

Submit documented test results for review and approval.

Support DHCFP and designated stakeholders through planning and execution of User Acceptance Testing (UAT). Acceptance of UAT by DHCFP is critical for system implementation.

Assist in planning the testing approach and development of appropriate test cases.

Document or assist DHCFP with the documentation of all test results and submit all these in a formal report.

Address all issues and defects identified during configuration and deployment according to the implementation plan.

Complete all stakeholder support tasks in preparation for implementation, including but not limited to facilities setup, staffing, training, establishment of service level agreements, user manual and reporting guide development and completion.

Develop and execute training activities as defined in the Training Plan and materials development.

Confirm operational readiness prior to go-live, ensuring that the system, Vendor staff, designated stakeholders and end users are ready to operate the new system in a production environment. Results shall be presented in report format if required and submitted for review and approval. DHCFP shall consider Vendor’s operational readiness assessment as the go or no-go recommendation.

Develop or update deliverable plans and documents including, but not limited to, systems requirements traceability matrix, system implementation plan, all applicable test reports, system user manual, system training materials, stakeholder outreach plan, system contract administration plan, customer care plan, operational change management plan, and reporting user guide as required.

Provide all deliverable plans and documents or updates in a timely manner.

Ensure the contract administration plan contains points of contact, roles and responsibilities, critical contract milestones, communications plan, payment procedure, identification of service level agreement performance standards for operations, grievance process, and issue resolution.

Staff a daily Command Center for go-live for a mutually agreed upon timeframe, minimum of two weeks before go-live and four weeks after go-live. Command Center schedule shall be agreed upon with DHCFP. Vendor shall record, track and report status of defect resolution in these daily meetings.

At the conclusion of Development and Deployment, collect lessons learned from the project team and compile them into an informative document.

Provide Development and Deployment Deliverables: refer to Development and Deployment section of Scope of Work Deliverables Table for all deliverables and updates required in this stage. A definition of each deliverable is provided in the attachment.

MAINTENANCE & OPERATIONS

The objective of this task is to release the Vendor system into the production environment for sustained use and performance. During operations and maintenance, the solution shall perform optimally, and service level agreements shall be met. Vendor shall:

Work with DHCFP to develop entrance and exit criteria for this stage and ensure these are met at the end of this stage.

Provide contract management support as identified in the contract management plan.

Provide staff and support as identified in the contract management plan.

Provide monthly status and performance statistics including measurements against performance measures and service level agreements within this RFP.

Vendor shall comply with system and performance standards as presented in Attachment xx, Service Level Agreement.

Work with DHCFP to define agreed upon reporting formats.

Participate in regular meetings as determined by DHCFP, including monthly status meetings and operations meetings with system defects status reviews as agreed upon by DHCFP.

Provide monthly invoicing and supporting documentation for reimbursement of operations as specified by DHCFP.

Conduct an annual disaster recovery test to ensure efficient recovery is achievable if mutually agreed upon.

Prepare and execute ongoing training activities as identified in the approved training plan.

Perform system maintenance at no additional cost to DHCFP, including but not limited to:

Configuration updates.

Hardcoded business logic.

Defect resolution based on requirements within the design specification or that are critical to the completion of DHCFP business.

Deficiency corrections for issues that do not meet the requirements.

Mass adjustments or changes required by DHCFP and federal mandates.

Optimization.

Database management.

Software, hardware, and tools patches or replacement.

Interface, report or correspondence changes.

Changes to maintain data and system integrity, i.e., fixing duplicate records, cleansing corrupt data, adding security measures, backing out changes.

Release management and release schedule communications.

Ensure appropriate testing, configuration and control procedures are in place.

Maintain all system, user and training documentation and online help resources.

Ensure maintenance activities and associated hours are not applied to the annual hourly pool.

Provide written estimates of proposed system enhancements for DHCFP consideration and approval. DHCFP shall approve both the design and level of effort estimate prior to development.

Enhancements are defined as new features or functionality that fall outside the scope of all RFP requirements, Vendor’s proposal response, the contract or negotiations or activities that are not defined as maintenance throughout the RFP.

Estimate shall include impact to annual operations costs, if applicable. Approved system enhancements shall be priced based on the rates presented in the Cost Schedule.

Maintain certification standards established by CMS.

Review and update all documents and plans identified in Scope of Work Deliverables Table.

Provide Operations and Maintenance Deliverables: refer to Maintenance and Operations section of Scope of Work Deliverables Table for all deliverables and updates required in this stage. A definition of each deliverable is provided in the attachment.

CMS CERTIFICATION

The objective of this task is to secure certification of the system from CMS. Vendor shall:

Work with DHCFP to establish entrance and exit criteria and adhere to this specific criteria for certification. Upon satisfying the approved criteria, Vendor shall obtain written approval from DHCFP to begin work associated with certification and formally acknowledge completion of the certification task.

Ensure the system complies with all CMS certification requirements and provide evidence of compliance as requested by DHCFP. Certification shall take place under the certification process identified by CMS at the time of the associated milestone review or implementation and may require ongoing reporting of performance indicators and proof of adherence to security standards. At a minimum, certification shall involve operational readiness activities prior to go-live and certification review activities post go-live. A document repository with appropriate security and ability to allow external access for CMS and record DHCFP and Vendor staff shall be required. Costs for certification activities shall be clearly outline for both Development and Deployment tasks as well as the Operations task on the Cost Schedule.

Ensure appropriate staff are available to provide evidence of system functionality, reporting and explanation of key performance indicators, and adherence to security standards for each certification review as required by CMS. Appropriate Vendor staff shall also be available to provide ongoing reporting of key performance indicators and adherence to security standards through the system Maintenance and Operations period.

Following each certification milestone, Vendor shall collect lessons learned from the project team and compile these into an informative document at closeout.

Provide Certification Deliverables: refer to Certification section of Scope of Work Deliverables Table for all deliverables and updates required in this stage. A definition of each deliverable is provided in the attachment.

TRANSITION AND CLOSEOUT

The objective of this task is to formally close out the project and document lessons learned.

Work with DHCFP to develop entrance and exit criteria for this stage and ensure these are met at the end of this stage.

Promote a successful and seamless transition to the newly designated Vendor as selected by DHCFP to assume operational responsibilities, including but not limited to maintaining staffing levels, facilities, telephony, documentation, training, outreach, reporting, asset identification and management, help desk operations, and all aspects of customer care.

Complete any updates to project documentation to ensure all documents are current.

Provide electronic copies of all project documentation as required by DHCFP.

Provide bi-weekly transition and closeout status reporting, including any measurements and Service Level Agreements (SLA) included within this RFP or attachments.

At the conclusion of Transition and Closeout, Vendor shall collect lessons learned from the project team and compile these into an informative document that covers the scope of the project.

Provide Transition and Closeout: refer to Transition and Closeout section of Scope of Work Deliverables Table for all deliverables and updates required in this stage. A definition of each deliverable is provided in the attachment.

RFP 40DHHS-S2377 Page 2 of 2 Scope of Work