2-HSS 26 034 Appendix B - Scope of Service -.docx

RFP HSS 26 034 Appendix B

Appendix B

Scope of Work and Project Requirements

Project Overview Background and Purpose The Delaware Spay & Neuter Program (SNP) promotes responsible pet ownership. It reduces the population of stray and unwanted animals by providing free or low-cost spay/neuter services to eligible pet owners.

To improve efficiency and service delivery, the State seeks a modern, web-based system to replace outdated, manual processes. The new system must be reliable, secure, and easy for a small team of staff members to manage. It should streamline application intake, eligibility verification, voucher generation, and provider reimbursement through an integrated digital platform.

The solution must offer mobile accessibility for pet owners and service providers, support digital voucher issuance and tracking, and ensure transparent, user-friendly interactions for all participants. By implementing this system, the State aims to enhance program efficiency, accessibility, and accountability while advancing the SNP’s mission to reduce the number of stray and unwanted animals in Delaware.

Project Lifecycle The contractor shall organize and manage the project based on five distinct lifecycle phases: a Planning Phase, a Configuration and Customization Phase, a Testing and Deployment Phase, an Operations and Support Phase, and a Project Transition-Out Phase. Each phase is represented by a set of mandatory deliverables and activities required by the contractor.

Planning Phase The Planning Phase includes all the mandatory deliverables and activities required by the contractor to proceed to the Configuration and Customization Phase:

· Schedule and conduct meetings with the project team to discuss the requirements and finalize the format and content for each deliverable.

· Finalize contractor and stakeholder staffing for all project phases.

· Finalize subcontractor and/or vendor contracts, if applicable.

· Provide deliverable: Project Schedule.

· Provide deliverable: Change Management Plan.

· Provide deliverable: Continuity of Operations Plan.

· Provide deliverable: Architecture Network Diagram.

Configuration and Customization Phase The Configuration and Customization Phase includes all the mandatory deliverables and activities required by the contractor to proceed to the Testing and Deployment Phase:

· Schedule and conduct meetings with the project team to review the project status and schedule, and to discuss the deliverables and activities associated with this phase.

· Configure the product.

· Customize the product, if applicable (e.g., interfaces, data conversion, etc.).

· Update the Project Schedule.

· Provide deliverable: Training Plan.

· Provide deliverable: Test Plan.

· Provide deliverable: Product Deployment Plan.

Testing and Deployment Phase The Testing and Deployment Phase includes all the mandatory deliverables and activities required by the contractor to proceed to the Operations and Support Phase:

· Schedule and conduct meetings with the project team to review the project status and schedule, and to discuss the deliverables and activities associated with this phase.

· Implement the Test Plan.

· Implement the Training Plan.

· Implement the Product Deployment Plan.

· Update the Project Schedule.

· Provide deliverable: User Guide.

· Provide deliverable: Data Element Dictionary.

Operations and Support Phase The Operations and Support Phase includes all the mandatory deliverables and activities required by the contractor:

· Schedule and conduct meetings with the project team to review operations, monitoring, and quality control reports, issue tracking, and change control tracking.

· Implement the Continuity of Operations Plan.

· Implement Change Management Plan.

· Initiate Help Desk operations and incident management.

· Provide ongoing maintenance and support.

· Securely maintain all data and facilities.

Project Transition-Out Phase Upon termination of the contract, the contractor will provide a finalized copy of the Data Element Dictionary and a copy of the database, in an agreed format and delivery method.

Project Team Project Organization Chart

DHSS Executive Sponsor Tesha Quail

DHSS Project Manager Christina Motoyoshi

Delaware DTI Steering Committee

Contractor Project Manager

DHSS Technical Manager Chip Finch DHSS Program Manager Joanna Miller

Contractor Application Manager

DHSS SME

Melody Purdy

DHSS ISSS

Zoriya Kemp Contractor Database Manager

Contractor Training Manager

DHSS and Stakeholder Contact Information

DHSS

Tesha Quail DHSS Executive Sponsor Division of Public Health tesha.quail@delaware.gov 302-424-7126

Christina Motoyoshi DHSS Project Manager Division of Public Health christina.motoyoshi@delaware.gov 302-255-4626

Chip Finch DHSS Technical Manager Information Resource Management alfred.finch@delaware.gov 302-255-9256

Joanna Miller DHSS Program Manager

Melody Purdy DHSS Subject Matter Expert (SME)

Zoriya Kemp DHSS Information Systems Support Specialist (ISSS)

DHSS Roles Information Resource Management (IRM) In support of the DHSS and Office of the Secretary - Administration, the mission of Information Resource Management (IRM) is to provide quality, efficient, and cost-effective support in the management of technology resources. IRM provides DHSS divisions with information technology planning and management, information technology purchasing, network and telecommunications services, and help desk services. IRM is represented on the project team as the DHSS Project Manager, DHSS Technical Manager, and MCI Coordinator.

Department of Technology and Information (DTI) The Department of Technology and Information (DTI) is the state’s central information technology (IT) organization. DTI establishes and enforces the State’s IT policy and standards and provides enterprise technology services that enable other organizations to effectively fulfill their missions. DTI does not participate in the project directly but is available to the Project Manager as necessary.

DHSS Executive Sponsor The DHSS Executive Sponsor represents DPH senior management, is responsible for the success of the project, and provides sustainability, strategic planning, guidance, and resources to the project team and the DHSS Project Manager as necessary. The DHSS Executive Sponsor does not typically attend project meetings.

DHSS Project Manager The DHSS Project Manager serves as the primary coordinator for all project phases, attends all project meetings, works with the Contractor Project Manager to maintain the project plan and schedule, ensures all IRM, DPH, and other stakeholder staff participate in the meetings as necessary, and manages work assignments as required (e.g., review deliverables, perform testing, etc.). The DHSS Project Manager will report to a Project Steering Committee composed of representatives from the DPH, IRM, and DTI. This Committee will meet monthly to review project status, progress, and issues. The Project Steering Committee will report to an Executive Sponsors group. The Executive Sponsors group will be made up of representatives from DHSS, DTI, OMB, and the Division. They will meet quarterly to discuss overall project status, progress and issues, risks, project management, funding, staffing, sponsor issues, stakeholder participation, and tasks planned for the upcoming quarter.

DHSS Program Manager The DHSS Program Manager serves as primary business lead for all project phases on behalf of DPH, attends all project meetings, works with the project team to maintain the project plan and schedule, disseminates program information to the contractor as needed (e.g., business requirements, processes, workflows, forms, reports, etc.), and manages work assignments of program staff as required (e.g., review deliverables, perform testing, etc.).

DHSS Subject Matter Expert (SME) The DHSS Subject Matter Expert (SME) contributes program knowledge and information in all project phases, attends project meetings as required, and reports to the DHSS Program Manager.

DHSS Information Systems Support Specialist (ISSS) The DHSS Information Systems Support Specialist (ISSS) serves as the DPH liaison between program staff and IRM, and between program staff and contractor IT staff. The ISSS participates in all project phases, attends all project meetings, and ensures that business requirements are properly communicated to the contractor and that program staff understand DTI policies and standards, as well as contractor information system processes and data. The ISSS reports to both the DHSS Technical Manager and the DHSS Program Manager.

Contractor Roles Contractor Project Manager The Contract Project Manager serves as the chief liaison to the DHSS Project Manager for all project phases and has authority to make day-to-day decisions, facilitates all contractor activities (e.g., application, database, financial, legal, training, etc.), facilitates all deliverables, maintains the project schedule; schedules, hosts and leads all project meetings; authors and distributes agendas, meeting notes and weekly status reports; and ensures contractor staff attend project meetings as necessary. The Contractor Project Manager reports to the Contractor Project Director.

Contractor Application Manager The Contract Application Manager facilitates all SaaS product configuration, documents, and communicates systems-related issues and downtime, coordinates with the contractor’s Help Desk as necessary, attends all project meetings as required, and contributes knowledge and information to inform the authoring of deliverables (e.g., Project Plan and Schedule, Architecture Network Diagram, Test Plan, etc.). The Contractor Application Manager reports to the Contractor Project Manager.

Contractor Database Manager The Contract Database Manager develops and maintains the contractor’s databases, maintains data storage and retrieval systems, troubleshoots database issues, implements database recovery procedures and safety protocols, attends all project meetings as required, and contributes knowledge and information to inform the authoring of deliverables (e.g., Project Plan and Schedule, Data Conversion Plan, Interface Control Documents, Data Element Dictionary, etc.). The Contractor Database Manager reports to the Contractor Project Manager.

Contractor Training Manager The Contractor Training Manager develops and maintains training materials; schedules and conducts training sessions; communicates with users; attends all project meetings as required; and contributes knowledge and information to inform the authoring of deliverables (e.g., Project Plan and Schedule, Training Plan, etc.). The Contractor Training Manager reports to the Contractor Project Manager.

Project Deliverables The following subsections define the requirements and minimum data content for each deliverable. Section 1.0, Project Overview, stipulates which project phase the contractor will provide each deliverable. During the project phases, each deliverable is formalized and submitted to DHSS separately as a standalone document and is updated throughout the project per the contractor’s Change Management Plan. The Project Schedule and Test Plan are to be submitted to DHSS in Microsoft Excel format. All other deliverables are submitted in Portable Document Format (PDF).

Project Schedule The contractor shall provide the Project Schedule in Microsoft Excel format, including the task number, task description, assigned staff, task dependencies, task start and end dates, task duration, percentage completed, task completion date, and a project calendar depicting all tasks. For the duration of the project, the contractor will deliver an updated Project Schedule to DHSS weekly. The contractor will define tasks at a sufficient level to track the work assignments of the contractor, DHSS, and stakeholder staff, which, at a minimum, include deliverables, configuration, customization, data conversion, training, testing, and deployment. During the Operations and Support Phase, the Project Schedule will include issue resolution, change management, system downtime, and any other event or activity requiring tracking.

Change Management Plan The Contractor shall provide their Change Management Plan in PDF format and describe the change management process, both in terms of configuration and customization, define the method to request change, the process to rank and prioritize change requests (via a Configuration Control Board or equivalent), define the role of DPH, include a sample of any forms and artifacts used in the change management process (e.g., change request form, approval form, UAT, etc.), and list the project deliverables that will be updated (e.g., project schedule, test plan, approval form, user documentation, etc.).

Continuity of Operations Plan The contractor shall provide their Continuity of Operations Plan in PDF format and describe their backup and recovery process of applications and data; and describe their methods to ensure all essential laboratory operations and follow-up services are continued following a natural disaster, power outage, or any other event that impacts facilities, staffing, systems, or data. The contractor shall identify any associated vendors, provide documentation of recovery procedures and testing, define the communication method for alerting DPH of a disaster or event requiring the execution of the Continuity of Operations Plan, and define the Service Level Agreement (SLA) time to return to operations following notification to DPH.

Architecture Network Diagram The contractor shall provide an Architectural Network Diagram in PDF format that depicts the application and database servers, other contractor facilities (if applicable), interfaces, DHSS users, and providers. The diagram will clearly document the locations of all servers and contractor facilities, as well as the IP and port specifications.

Training Plan The contractor shall provide a Training Plan in PDF format that describes their approach to training, includes a curriculum demonstrating all core system functionality (e.g., user login; application use and navigation; application configuration; user screens; and reports), and includes a copy of all training materials.

Test Plan The contractor shall provide a Test Plan in Excel format and document the test cases associated with unit and integrated testing. The contractor is required to work with the DHSS Project Manager to identify the staff for testing, review the Test Plan with staff before testing begins, and facilitate one or more meetings with staff to execute the Test Plan together. The contractor shall include in the Test Plan the test cases for all core systems functionality associated with the baseline product (e.g., user login, application use and navigation, application configuration, user screens, and reports). The Test Plan shall include test cases for DPH-specific configuration if applicable and include test cases for all customization work if applicable. The contractor shall include a narrative summary for each test case and a step-by-step procedure for executing each test case. Each test step shall consist of a narrative summary, user instructions for executing the test step, the expected outcome, the actual outcome, and testing notes.

Product Deployment Plan The contractor shall provide a Product Deployment Plan in PDF format that describes their deployment approach, outlines the method for communicating with DHSS and other stakeholders, includes communication templates, and includes a readiness checklist for facilities, environments, applications, databases, operations, and the Help Desk. The contractor shall describe their method for monitoring operations and quality control and include sample reports associated with these activities.

User Guide The contractor shall provide a User Guide in PDF format that includes instructions and screen samples for navigating and using all core system functionality (e.g., user login; application use and navigation; application configuration; user screens; and reports). The User Guide must include a Disaster Recovery/Business Continuity plan (see 4.12 for additional details). The contractor will also include a table of contents, organize, and group the content by core functionality, and provide instructions for contacting the Help Desk.

Data Element Dictionary (DED) The contractor shall provide a DED in PDF format and document all table names, table descriptions, field names, field descriptions, field attributes, field positions, field sizes, valid values, and primary keys associated with the application database, and indicate whether each field is available in the Decision Support System. The contractor shall organize the DED with each table presented alphabetically as a separate section, order the fields for each table by position in the database, and depict the field information in a spreadsheet-like format.

Project Requirements Contractor Knowledge and Experience The contractors shall have the following knowledge and experience:

1. Experience with the hosting, maintenance, and operation of existing applications and databases.

2. Experience with developing and maintaining data interfaces.

3. Experience with operating a Help Desk.

4. Experience with providing comprehensive training.

Offshore Prohibitions Offshore is defined as not being within the United States or its territories. Offshore storage and transmission of DHSS data is prohibited. Onshore project data and project artifacts, including backup and recovery files in any form, shall not be accessed by offshore staff and shall not be copied, processed, transmitted, or moved offshore. Contractor is permitted to engage offshore resources, including sub-contractors, for development and lower-level (unit & integration) testing only. Contractor is prohibited from using State data in any form, even if masked or obfuscated, for offshore testing. All aspects of User Acceptance Testing and production operations will take place onshore.

Associated Link:

Offshore IT Staffing Policy Data Classification Policy The contractor shall abide by the terms and conditions established by the Delaware Data Classification Policy, which defines the roles and responsibilities of a Data Steward based on the data classification. The data classification for this procurement is State of Delaware Secret.

Associated Link:

Data Classification Policy Terms and Conditions Governing Cloud Services and Data Usage The contractor shall abide by the terms and conditions established in the Terms and Conditions Governing Cloud Services and the Data Usage Policy, which govern remote hosting/cloud systems and the accessing/storing of State data outside the State network. The Terms and Conditions Governing Cloud Services and Data Usage Agreement includes columns that identify which provisions are mandatory depending on whether the data is Public or Non-Public. The data classification for this procurement is Non-Public. The mandatory clauses are determined by the checkmark in the appropriate Public/Non-Public column in each agreement.

Associated Links:

Terms and Conditions Governing Cloud Services and Data Usage Agreement Terms and Conditions Governing Cloud Services and Data Usage Policy

The contractor has the option to conditionally accept or reject any clause in the agreement. In such cases, the contractor will list the agreement clause number, state whether the clause is “accepted conditionally” or “rejected,” and describe the reasoning and/or controls in place to ensure compliance with the same or similar requirements. Any exception identified by the contractor will be vetted by the Delaware Department of Technology and Information (DTI) and the Delaware Deputy Attorney General (DAG). Individual clauses may be negotiated and updated by the DTI and DAG, and the negotiated agreement version will be attached to the final contract.

During the Operations and Support Phase, the contractor will renew the Terms and Conditions Governing Cloud Services and Data Usage Agreement every 12 months.

Criminal Background Check All Contractor staff working on this project will be subject to a Criminal Background Check (CBC). The contractor will be solely responsible for the cost of the CBC. DHSS will review the CBC results. DHSS, at its sole discretion, may request that a contractor's staff be replaced if their CBC result is unsatisfactory.

Cyber Liability Insurance All data in transit must be encrypted whether transmitted over a public or private network. If the Contractor cannot comply with the requirement to encrypt data at rest, the Contractor must purchase adequate Cyber Liability Insurance to protect the Contractor and the State from data breaches and other cybersecurity issues. The selected Contractor will present a valid certificate of cyber liability insurance for attachment to the contract prior to contract signature.

Business Associate Agreement Because the data includes Protected Health Information (PHI), which is covered by HIPAA regulations, a Business Associate Agreement (BAA) must be signed by the contractor to acknowledge agreement with federal and state policies and standards. This agreement/contract must be in force before testing or production implementation of this data exchange. During the Operations and Support Phase, the contractor will renew the BAA every 12 months.

DHSS Data Rights All DHSS data (Public and Non-Public) related to services provided under this contract will remain the sole property of DHSS. De-identified or derived/aggregated DHSS data is not exempt from this requirement. This provision shall survive the life of the contract. Contractor does not acquire any right, title, or interest in DHSS data under this contract. Except as otherwise required by law or authorized by DHSS in writing, no DHSS data shall be retained by the Contractor for more than 90 days following the date of contract termination. After the 90-day timeframe the following provisions will remain in effect: contractor will immediately delete or destroy this data in accordance with NIST standards and provide written confirmation to DHSS; contractor is expressly prohibited from retaining, transferring, repurposing, or reselling DHSS data except as otherwise authorized by DHSS in writing; contractor retains no ongoing rights to this data except as expressly agreed to by DHSS in the contract.

UAT and Training Environments The UAT and Training environments must be secured to a level equivalent to that of the production environment. It must be sized and architected such that production-sized files can be copied over into UAT. The architecture must be equivalently configured so that performance and load testing will essentially produce the same results and expectations as testing in the production environment. Depending on the type of data (e.g., top secret/highly confidential, behavioral health) and the specific security requirements for this data, there may or may not be an expectation to mask field values in the UAT and Training environments. Copying production data into lower environments may be prohibited, especially for role-based training. Lower environments with production data that are secured in the same manner may be exempt from masking requirements as well; however, this may be subject to DHSS or Federal policies and regulations that override this potential exemption or explicitly disallow copying production data into lower environments. The division Deputy Attorney General will be consulted on what is allowed/disallowed in non-production environments.

Data Masking in Non-Production Environments While the security of production data is critical, migrating that data to lower environments presents its own set of challenges, as those environments are typically less secure than the production environment. Masking of production data in lower environments usually involves deleting or obfuscating actual PII-related field values so that they have no meaning as plain text and cannot be translated back to the original values. If there are plans to copy production data to a less secure environment, the Contractor will describe in detail their proposed masking strategy. If there is no expectation that production data will be copied into less secure environments, Contractor will describe their proposed test data generation plans and state clearly in this section that masking of production data is not required under this proposal.

Data Element Dictionary (DED) The contractor shall provide a DED and document all the table names, table descriptions, field names, field descriptions, field attributes, field positions, field sizes, valid values, and primary keys associated with the application database and indicate whether each field is available in the Decision Support System. The contractor shall organize the DED with each table presented alphabetically as a separate section, order the fields for each table by position in the database, and depict the field information in a spreadsheet-like format.

Help Desk The contractor shall provide help desk services by phone and email, and optionally through the internet using a secure online chat session. The help desk will field questions and issues related to all aspects of the contract, including, but not limited to, the use and navigation of the application, login ID and password issues, data processing, website downtime, and reports.

The contractor shall operate the Help Desk during the hours of 9:00am to 5:00pm EST, Monday through Friday. The contractor will acknowledge receipt of all help desk inquiries submitted by email within 5 minutes of receipt and resolve them within 2 hours of receipt. All help desk inquiries initiated by phone or online chat will be determined during the exchange with the user, with the option to follow up by phone or email if the exchange exceeds 10 minutes.

Change Management Summary The contractor shall describe their approach and methodology to change management. The contractor shall summarize their change management process, both in terms of configuration and customization, summarize the method to request change, summarize the process to rank and prioritize change requests (via a Configuration Control Board or equivalent), summarize the associated artifacts (e.g., change request form, approval form, UAT, etc.) and deliverables (e.g., project schedule, test plan, approval form, user documentation, etc.), and summarize the role of DPH.

Continuity of Operations Summary The contractor shall describe their approach and methodology to ensure all systems and data are securely and routinely backed up; and recovered timely following a natural disaster, power outage, cybersecurity attack, or any other event that impacts systems or data. The contractor shall identify any associated vendors, summarize backup and recovery procedures, summarize the testing and certification process, summarize the communication method for alerting DPH of a disaster or event requiring the execution of the Continuity of Operations Plan, and reference the Service Level Agreement (SLA) time to return to operations following notification to DPH.

Scope The project includes the following components:

· Development of an intuitive and user-friendly online application system for pet owners.

· Establishment of a notification system for applicants, including for unused digital vouchers.

· Creation of mobile-friendly versions of the applications to ensure accessibility.

· Inclusion of a portal for participating providers to submit reimbursement requests easily.

· Integration of a data collection and reporting system to track program metrics and trends.

· Addition of a Voucher Management System connecting voucher applicants and service providers.

Functional Requirements The contractor will host, maintain, and operate the Spay & Neuter Program (SNP) application and database. The system will include the following core modules and functionality:

Pet Owner Application

· Implementation of user registration and login functionality must include OKTA integration with single sign-on (SSO) and multifactor authentication (MFA) support.

· Design of an application form to capture applicant information and proof of eligibility.

· Development of an automated approval workflow to verify eligibility, document reviewer actions, and generate unique applicant tracking/identification numbers.

· Establishment of an automated notification system to distribute tracking/identification numbers via text message (preferred) and/or email.

· Creation of a secure online portal for approved applicants to view, download, and print their tracking/identification numbers.

· Integration of a digital voucher system automatically activated upon application approval.

· Provision of notifications for approved applications, including a voucher tracking number for each approved animal.

· Inclusion of a statement displaying activity and approved vouchers within the portal.

· Implementation of standardized voucher IDs containing only applicant and pet identifiers, allowing service providers to complete pet specifications.

· Deployment of a notification system to alert the primary applicant, via text and/or email, with a secure link to access the portal when the approved application is ready.

· Provision for the printing of voucher tracking ID hard copies within the portal, in a compact format.

· Implementation of automated safeguards to prevent duplication, fraud, or reuse of redeemed vouchers once services are logged by the provider.

· Inclusion of a reporting feature within the portal, allowing voucher holders (pet owners) to view voucher usage history, service provider details, and status.

· Standardized invoicing procedures for both owned pet vouchers.

· Implementation of an automated workflow that notifies applicants when eligibility criteria are incomplete, explaining the reason for denial to ensure transparency in the application process.

· Administrative ability to enable or disable the pet owner application based on program funding availability.

· Configurable page banner or notice to communicate changes in application status, funding, or program availability to users.

Voucher Management System

· User registration and login functionality for service providers with OKTA integration and role-based access control.

· Ability for service providers to apply for and manage partnership enrollment status.

· Verification process and validation tool for voucher authenticity when presented by applicants.

· Service provision and invoice generation by partnered providers.

· Monthly compilation of invoices for program administrators’ review.

· Reporting dashboards and tools for administrators to monitor voucher usage, redemption rates, and program effectiveness.

· Audit logs must be maintained to record all provider and administrative actions for compliance tracking.

Additional Functional Requirements Mobile-Friendly Access

· Ensure that both the pet owner application and portals are mobile-responsive.

· Enable users without computers to access their vouchers from mobile devices.

Notifications and Reminders

· Mobile text notifications sent to pet owners with tracking/identification numbers upon approval, with email notifications available as an option or in addition if preferred.

· Automated reminders sent regularly to applicants if digital vouchers remain unused after a set period. Digital vouchers will expire one year after the approval date. The feature will be managed internally.

· Notifications to participating providers on the status of reimbursement requests.

1.1.1 User Interfaces

· Intuitive and user-friendly interfaces for pet owners.

· Clear and organized application forms with helpful tooltips and instructions.

· Responsive design to ensure usability across various devices and screen sizes.

Technical Environment Requirements

· Must be web-based and accessible by internal and external users.

· Must maintain appropriate security measures to control access by authorized personnel.

· Must maintain multiple concurrent user access to program data, controlled by role-based security access.

· Must follow the standards and requirements of the State of Delaware Department of Technology and Information (DTI) policy located at the following URL: (http://dti.delaware.gov/information/standards-policies.shtml)

· Must agree to and sign DTI Non-Public Data Owned by the State of Delaware Terms and Conditions (T&Cs) document located at the following URL: https://webfiles.dti.delaware.gov/pdfs/pp/Terms%20and%20Conditions%20Governing%20Cloud%20Services%20and%20Data%20Usage%20Agreement.pdf Security Requirements

· Security measures to protect applicant information and sensitive data.

· Scalable architecture to accommodate a potentially large number of applications.

· High availability and reliability to ensure uninterrupted service.

1.2 Legal and Privacy Considerations

Legal and privacy considerations will need to be included. Sensitive personal data is requested from applicants.

4.19 Data Exchange Requirements

The Spay & Neuter Program is looking to track its progress, identify areas for improvement, and demonstrate its impact.

· Collect data on the number of animals spayed and neutered, broken down by species, gender, age, and other relevant details.

· Generate visuals and reports showing the amounts invoiced, program impact, and trends over time.

· Include geographical data to identify regions with higher needs.

· Provide tools for users to customize and filter reports based on various criteria.

4.19.1 Demographic Statistics

Owner Demographics:

· Number of applications by owner name and address.

· Geographical distribution of owners (by ZIP code, city, or county).

Animal Demographics:

· Species distribution (number of dogs, cats, etc.).

· Gender distribution (number of males vs. females).

· Age distribution (average age, age ranges).

· Breed distribution (common breeds, breed diversity).

4.19.2 Source of Animals

Statistics on where animals were obtained:

· Number of animals obtained from friends or family.

· Number of stray animals.

· Number of animals adopted from shelters or rescues.

· Number of animals obtained from breeders.

· Number of animals purchased from pet stores.

4.19.3 Procedural Statistics

Surgery Data:

· Number of spay vs. neuter surgeries.

· Age at time of surgery.

· Average cost per surgery.

· Number of rabies vaccinations given at surgery.

· Number of surgery complications and type.

4.19.4 Financial Reporting

Program Funding:

· Sources of funding revenue.

· Financial assistance provided to low-income owners.

Cost Analysis:

Average Cost per Spay/Neuter Surgery:

· Calculate the average cost per spay/neuter surgery across all procedures performed.

Total Cost Breakdown:

· Provide a breakdown of total costs incurred for spaying/neutering cats vs. dogs:

· Total cost for spaying cats.

· Total cost for neutering cats.

· Total cost for spaying dogs.

· Total cost for neutering dogs.

4.19.5 Impact Reporting

TNR (Trap-Neuter-Return) Success:

· Evaluate the success of Trap-Neuter-Return initiatives in stabilizing and reducing the outdoor cat population.

· Document the number of community cats trapped, neutered/spayed, and returned to their outdoor habitats.

Demand for Services:

· Track the number of applications received from low-income pet owners seeking spay/neuter services.

· Analyze trends in application rates over time to understand fluctuations in community demand.

Low-Income Certificate Applications:

· Monitor the issuance of low-income certificates to individual pet owners qualifying for subsidized spay/neuter services.

· Assess the effectiveness of the certificate program in reaching and assisting low-income pet owners.

Pet Ownership Trends:

· Document the number of owned pets included in low-income certificate applications, categorized by species (dogs, cats, etc.).

· Identify prevalent breeds and demographics among pets served by the program.

4.19.6 Utilization and Efficiency

Program Reach:

· Number of applications received and processed.

· Number of surgeries performed per month/quarter/year.

Service Utilization:

· Comparison of demand vs. capacity.

· Wait times for surgeries.

4.19.7 Financial Commitment Tracking

Estimated Encumbered Funds:

Approved Funds:

· Track the total amount of funds that have been approved for spay/neuter surgeries, broken down by provider, type of voucher (nonprofit vs. owned pet), and animal species.

Invoiced Funds:

· Monitor the amount of funds that have been approved and invoiced by providers.

· Detail the number of surgeries completed and the corresponding invoices received for each provider.

Unused Funds:

Calculate the difference between approved funds and invoiced funds to identify any unused funds.

Analyze reasons for unused funds, such as surgeries not performed, or vouchers not redeemed.

4.19.8 Client Feedback and Satisfaction

Survey Data:

· Owner satisfaction rates.

· Feedback on program accessibility and effectiveness.

· Suggestions for improvement.

4.19.9 Provider Statistics

Provider Participation:

· List of participating providers.

· Number of surgeries done by each provider.

Service Details:

· Number of rabies shots administered.

· Reimbursement amounts for each provider.

· Number of surgeries performed on cats vs. dogs.

4.19.10 Reporting Formats and Tools

Dashboard Reports:

· Visual representation of key statistics (charts, graphs).

· Interactive dashboards that enable users to visualize data.

Periodic Reports:

· Monthly, quarterly, and annual reports.

· Summary of program achievements, challenges, and future goals.

Case Studies and Success Stories:

· Detailed accounts of individual cases to highlight program impact.

· Testimonials from beneficiaries.