2 - Att A Scope of Service Contact Center 3.4.25.docx

Attachment A Scope of Services Contact Center as a Service (CCaaS) RFP #S-10700-00012867 Overview This document outlines the platform requirements and scope of services for a master contract for Contact Center as a Service (CCaaS) solutions for the Oregon state government enterprise. The objective is to provide a comprehensive, efficient, and user-friendly contact center solution to enhance citizen engagement and streamline communication across various government departments.

Service Description The State needs one or more managed service providers to provide contact center solutions and other value-added services for State consideration. The solution(s) must be a cloud-based platform and designed to handle all inbound and outbound communications via multiple channels, including voice, email, chat, and social media. The solution must be scalable, secure, and compliant with relevant regulatory standards. This solution should be constructed in a vendor managed tenant and support the following Key Features:

Key Features

· Omni-Channel Support: Integration of various communication channels to ensure seamless interaction with citizens.

· Interactive Voice Response (IVR): Advanced IVR systems to route calls efficiently and provide self-service options.

· Automated Workflow: Automated processes to route inquiries to the appropriate departments and reduce response times.

· Advanced Analytics: Detailed reporting and analytics to monitor performance and identify areas for improvement.

· Customer Relationship Management (CRM) Integration: Integration with existing CRM systems to provide a unified view of citizen interactions.

· Secure Data Handling: Adherence to data protection regulations to ensure the security and privacy of citizen information.

Scope of Work The scope of work for the CCaaS Master Contract will include Products and Services to EIS on an Enterprise level as generally described in section A and specific Products and Services for each Agency level implementation as generally described in section B.

A. Enterprise Deliverables and Coordination Activities Provider shall provide the following enterprise level Services to EIS:

1. Coordination and oversight through EIS

· The EIS Telecommunications Management Program provides vendor management services for all agencies boards and commissions for executive branch agencies.

2. Quarterly Business Review

· Once per quarter meet with EIS and agency leadership to provide an overview of performance, long-term roadmap, and respond to any concerns or questions. Typically, this is an in-person meeting.

3. Monthly Reporting

· Gather the relevant information and report monthly on all service level expectations.

· Report out on any outages, or stability relevant events.

· Report out on incident tickets, MACD tickets, document change management/maintenance and other operation activities.

4. System Monitoring

· Provide the State of Oregon with 24x7x365 monitoring of the health status and availability of in scope systems.

5. Architecture Diagram, Back-up, and Restoration

· Provide as-built documentation and documentation of configurations, call handling, routing, customizations, routing, or any other applicable programing on an ongoing basis to ensure clear understanding of the system.

6. System Security Plan

· Prepare a system security plan that meets the State’s Cyber Security Services requirements, to be updated as needed when security guidance is changed.

7. Communication and Change management

· Provide regular and timely communications.

· Maintain contact information for each agency.

· Follow the EIS change management processes performing changes within a defined change window.

8. Incident management

· Respond to all agency reported outages and restore services.

· Proactively, prepare and plan to support emergencies and incident management for critical systems. To include data back-ups, redundant systems, system resiliency and disaster recovery plans, to align with various agency requirements.

· Annually test disaster recovery plans.

B. Agency Implementation under Service Order Provider shall provide the following Products and Services for each Agency implementation under a Service Order:

1. Planning and Design Process

· Requirements Gathering: Conduct workshops and meetings with key stakeholders to gather detailed requirements.

· Solution Design: Develop a detailed design of the CCaaS solution, including system architecture, integration points, and data flow.

· Project Plan: Create a comprehensive project plan outlining timelines, milestones, and resource allocation.

2. Implementation

· System Configuration: Configure the CCaaS platform according to the approved design.

· Integration: Integrate the CCaaS platform with existing systems, including CRM, databases, and communication channels.

· Data Migration: Migrate existing data to the new platform while ensuring data integrity and security.

3. Testing and Validation Process

· Functional Testing: Conduct thorough testing of all functionalities to ensure they meet the requirements.

· Security Testing: Perform security assessments to identify and mitigate potential vulnerabilities.

· User Acceptance Testing (UAT): Facilitate UAT sessions with receiving agency to validate the system's performance and usability and adherence to business requirements.

4. Deployment and Training Process

· System Deployment: Deploy the CCaaS solution to the production environment.

· User Training: Provide comprehensive training to end-users and administrators to ensure effective use of the system.

· Documentation: Deliver detailed user manuals, technical documentation, and training materials.

5. Post-Deployment Support

· Ongoing Support: Provide continuous support and maintenance to ensure system stability and performance.

· System Updates: Regularly update the platform with new features and security patches.

· Performance Monitoring: Monitor system performance and provide regular reports to stakeholders.

Responsibilities To ensure the successful delivery of the CCaaS project, the following responsibilities will be assigned:

State Responsibilities

· Provide access to relevant systems and data required for integration.

· Allocate resources for participation in requirements gathering, testing, and training activities.

· Ensure timely approval of project deliverables and milestones.

Service Provider Responsibilities

· Deliver a best of breed CCaaS solution according to the requirements.

· Ensure the solution meets performance and security standards.

· Provide comprehensive training and support to end-users and administrators.

· Ensure ongoing maintenance and updates to the system.

· Provide detailed documentation and regular performance reports.

Service Level Agreements (SLAs) The solution must meet or exceed the following SLAs to ensure the quality and reliability of the CCaaS solution:

· Availability: The system will be available 99.99% of the time, excluding scheduled maintenance.

· Response Time: All service requests and inquiries will be responded to within 24 hours.

· Issue Resolution: Critical issues will be resolved within 4 hours, and non-critical issues within 48 hours.

· Data Security: Ensure compliance with data protection regulations and conduct regular security assessments.

· Web portal availability: Self-service, billing, and any other web based portals will be available 24x7

· Billing: All invoices will be 99.99% accurate and billed within 60 days of the original service date.

Conclusion The enterprise offering of a CCaaS will enhance Agencies’ ability to engage with citizens, improve operational efficiency, and ensure data security. By adopting an alternate comprehensive and scalable contact center platform, the State can provide a higher level of service and support to its constituents.

Attachment A – Scope of Services, CCaaS RFP #S-10700-00012867 Page 2 of 2