210000001418.pdf

STATE OF MICHIGAN PROCUREMENT

Department Technology, Management and Budget Central Procurement Services 320 S Walnut Street Lansing, MI 48933 P.O. Box 30026, Lansing, MI 48909

CONTRACT CHANGE NOTICE

CONTRACT SUMMARY

Human Centered Design (HCD) Services – Prequalification Program

INITIAL EFFECTIVE DATE INITIAL EXPIRATION DATE INITIAL AVAILABLE OPTIONS EXPIRATION DATE

BEFORE

September 1, 2021 August 31, 2026 5 - 1 Year August 31, 2026

PAYMENT TERMS DELIVERY TIMEFRAME

ALTERNATE PAYMENT OPTIONS EXTENDED PURCHASING

MINIMUM DELIVERY REQUIREMENTS

N/A

P-Card Direct Voucher (PRC) Other Yes No

1001 Woodward Ave.

Suite 400

Detroit MI 48226

David S. Forman

(734) 320-2586

David.s.forman@accenture.com

CV0062320

ACCENTURE

C O

N

TR

A C

TO

R

Adam Ashley

(517) 855-1376

DTMB

Various DTMB ashleya2@michigan.gov

C ontract

A dm inistrator Program M anagerSTA

TE

N/ANET 45

Change Notice Number 7 to

Contract Number 210000001418

DESCRIPTION OF CHANGE NOTICE

OPTION EXTENSIONLENGTH OF OPTION LENGTH OF EXTENSION REVISED EXP. DATE

CURRENT VALUE VALUE OF CHANGE NOTICE ESTIMATED AGGREGATE CONTRACT VALUE

0 Years

$5,153,000.00 $0.00 $5,153,000.00

DESCRIPTION

Effective October 1, 2025, the Contractor Contact has been changed to David Forman.

David S. Forman Accenture LLP 1001 Woodward Avenue, Suite 400 Detroit MI 48226 David.s.forman@accenture.com

(734) 320-2586

All other terms, conditions, specifications, and pricing remain the same. Per contractor and agency agreement, and DTMB Central Procurement approval.

AGENCY NAME PHONE EMAIL

DTMB Holly Grandy-Miller 517-243-8710 Millerh1@michigan.gov

DTMB Kevin Mehren 517-388-3413 MEHRENK@michigan.gov

DTMB Richard Lowe 517-284-7058 lower@Michigan.gov

Program Managers for

Multi-Agency and Statewide Contracts

CHANGE NOTICE NO. 7 TO CONTRACT NO. 210000001418

CHANGE NOTICE NO. 7 TO CONTRACT NO. 210000001418

STATE OF MICHIGAN

CENTRAL PROCUREMENT SERVICES

Department of Technology, Management, and Budget

320 S. WALNUT ST., LANSING, MICHIGAN 48933

P.O. BOX 30026 LANSING, MICHIGAN 48909

CONTRACT CHANGE NOTICE

Change Notice Number 6 to

Contract Number 210000001418

Millerh1@michigan.gov

Holly Grandy-Miller

Adam Ashley kathleen.cawley@accenture.com

Lisa Cawley

Detroit, MI 48226

ACCENTURE

CV0062320

859-248-1187

1001 Woodward Ave., 4th Floor

(517)855-1376 S

T A

T E

P ro g ra m

M a n a g e r

C o n tra ct

A d m in istra to r

C O

N T R A C T O

R

517-243-8710

DTMB

ashleya2@michigan.gov

$4,758,000.00

September 1, 2021 August 31, 2026

HUMAN CENTERED DESIGN (HCD) SERVICES – PREQUALIFICATION PROGRAM

August 31, 2026

INITIAL AVAILABLE OPTIONS EXPIRATION DATE

BEFORE

5 - 1 Year

PAYMENT TERMS DELIVERY TIMEFRAME

ALTERNATE PAYMENT OPTIONS EXTENDED PURCHASING

☐ P-Card ☐ PRC ☐ Other ☒ Yes ☐ No

MINIMUM DELIVERY REQUIREMENTS

DESCRIPTION OF CHANGE NOTICE

OPTION LENGTH OF OPTION EXTENSION LENGTH OF EXTENSION REVISED EXP. DATE

☐ ☐ August 31, 2026

CURRENT VALUE VALUE OF CHANGE NOTICE ESTIMATED AGGREGATE CONTRACT VALUE

$395,000.00 $5,153,000.00

Effective February 1, 2024, the Michigan State Police are adding $395,000.00 to the Contract for CJIC help desk HCD analysis.

This funding was previously approved on the 7/11/2023 by the administrative board.

All other terms, conditions, specifications, and pricing remain the same. Per contractor and agency agreement, DTMB Central Procurement Services approval.

INITIAL EXPIRATION DATEINITIAL EFFECTIVE DATE

DESCRIPTION

CONTRACT SUMMARY

DTMB

Michigan.gov/MiProcurement

Version 12/1/2023 Page 1 of 5

SCHEDULE A – STATEMENT OF WORK

CONTRACT ACTIVITIES

HCD BACKGROUND

The Michigan Department of Technology, Management and Budget (DTMB) Office of Continuous Improvement (OCI) is responsible for the statewide HCD strategy. The purpose of the HCD strategy is to ensure the voice of the end users are reflected in our services and solutions. In this SOW, the SOM will establish a need for services through this specific statement of work, and proposals will be solicited from the prequalified Contractors utilizing a second-tier competitive selection process.

PROJECT-SPECIFIC BACKGROUND

The Michigan State Police (MSP) Criminal Justice Information Center (CJIC) has an eApplications system comprised of four applications, which directly support trooper activity. The four applications include eAICS (incident capture), eDaily (activity tracking), eCitation (citations or tickets) and eCrash (crash reporting). Under a separate, ongoing project, an updated application system will be implemented beginning in March of 2024.

CJIC currently operates an internal help desk dedicated to supporting the eApplications system. As we prepare for an expected increase in call volume coinciding with the rollout of our new main system, we are seeking a vendor to implement a human-centered design approach. Our objective is to enhance the help desk's policies and procedures, ensuring a more efficient operation. This approach should not only improve the overall user experience with the help desk but also facilitate the seamless integration of help desk insights into our problem-solving processes and system development initiatives. This RFP invites proposals for services that can meet these needs, with a focus on user-centric solutions and effective information integration.

CJIC is the state repository for data including traffic crashes, crime, criminal history records, pistol registrations, sex offender registration, agency specific data on the activities conducted by MSP enforcement members and other law enforcement information that is critical to the criminal justice community. This data is used by the public, government, and private business. In improving help desk operations, CJIC is looking to improve the quality of the data that is collected while also reducing administrative overhead and non-value-added time for troopers.

1. REQUIREMENTS

1.1 General Requirements

Focused effort to improve end-user experience of CJIC’s eApplications help desk operations. Contractor will help CJIC:

a. Phase 1

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i. Determine best practices to follow in help desk operations, including such items as:

1. Staffing levels

2. Hours of operation

3. Incident/Call Tracking systems

4. Service metrics

5. Communications Plans

6. Integration with other facets of section operations

b. Phase 2

i. Provide the MSP CJIC team with a smooth transition with implementation support, to help staff feel supported, prepared for change, and geared toward success.

In general, this project may require user research, stakeholder workshops, planning inputs from key program personnel, analysis, and coaching.

1.2 Work and Deliverables

The Contractor must provide deliverables, services, staff, and otherwise do all things necessary for, or incidental to, the performance of work, as set forth below.

Bidder response must include how they will:

a. Conduct user research focused on existing help desk staff, help desk management, and typical users, resulting in high-level personas, journeys or scenarios to explain user needs and the user experience.

b. Review current state help desk operations.

c. Determine help desk best practices, communicate those with CJIC staff, and work together to develop a plan on how to integrate those practices within

CJIC

d. Review and make recommendations regarding help desk technology.

e. Determine service metrics most useful for tracking help desk operations, with the goal of improving the user experience.

f. Create a communications plan outlining the new help desk experience to inform customers.

g. Make improvements to data collection and dissemination, to include qualitative and quantitative performance metrics.

h. Assist the CJIC help desk staff in implementing changes.

1.3 Training/Knowledge Transfer

The State of Michigan wants to better understand steps taken throughout the HCD process and requests the bidder enable state employees to learn through observation, participation, and de-briefing of facilitation activities of the project. Bidder must provide

Version 12/1/2023 Page 3 of 5 to the OCI/HCD team and MSP CJIC leadership team coaching and mentorship throughout the course of the project and arm them with the knowledge they need to achieve desired outcomes of the project.

2. Service Requirements

2.1 Timeframes

All initial Contract activities must be delivered by March 1, 2024.

Project-team implementation support (consulting, coaching, etc) may continue through July 31, 2024.

MSP retains the option for additional project iterations, at additional agreed-to cost, beyond the initial service timeframe.

3. Acceptance

3.1 Acceptance, Inspection, and Testing

The State will use the criteria provided in Section 16 of the Contract Terms to determine acceptance of the Contract Activities.

4. Staffing

4.1 Key Personnel

The Contractor must appoint individuals who will be directly responsible for the day-to-day operations of the Contract (“Key Personnel”). Key Personnel must be specifically assigned to the State account, be knowledgeable on the contractual requirements, and respond to State inquiries within 24 hours.

Contractor will have the option for hybrid work schedule. Key Personnel must be on-site at location as requested by the agency. This may include kick-off meeting, briefings, and other meetings that are collaborative in nature.

4.2 Disclosure of Subcontractors

If the Contractor intends to utilize subcontractors, the Contractor must disclose the following:

• The legal business name; address; telephone number; a description of subcontractor’s organization and the services it will provide; and information concerning subcontractor’s ability to provide the Contract Activities.

• The relationship of the subcontractor to the Contractor.

• Whether the Contractor has a previous working experience with the subcontractor. If yes, provide the details of that previous relationship.

• A complete description of the Contract Activities that will be performed or provided by the subcontractor.

No subcontractors will be utilized by the contractor at this time, if any are used in the future, the contractor must provide the information noted below and request the Project Manager’s approval.

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5. Project Management

5.1 Project Plan

The Contractor will carry out this project under the direction and control of the Program Manager. Within 10 calendar days of the Effective Date, the Contractor must submit a final project plan to the Program Manager for approval. The plan must include: (a) the Contractor's organizational chart with names and title of personnel assigned to the project, which must align with the staffing stated in accepted proposals; and (b) the project breakdown showing sub-projects, tasks, timeline, and resources required.

5.2 Meetings

The Contractor must attend weekly virtual status meetings. The State may request other meetings, as it deems appropriate. The State may require some meetings to be in person.

5.3 Reporting

The Contractor must submit to the Program Manager the following written reports:

• Weekly Project Status

6. Pricing

6.1 Price Term

Pricing is firm for the entire length of the Contract. Bidder to submit specific pricing in this section. Bidder to submit specific pricing for the deliverables outlined in section 1.2.

Bidder must provide detailed information as requested in the above requirement(s).

The legal business name, address, telephone number of the subcontractor(s).

N/A

A description of subcontractor’s organization and the services it will provide and information concerning subcontractor’s ability to provide the Contract Activities.

The relationship of the subcontractor to the Bidder.

Whether the Bidder has a previous working experience with the subcontractor.

If yes, provide the details of that previous relationship.

A complete description of the Contract Activities that will be performed or provided by the subcontractor.

Of the total bid, the price of the subcontractor’s work.

Version 12/1/2023 Page 5 of 5

Section 1.2 Deliverables Pricing

A. Conduct user research focused on existing help desk staff, help desk management and typical users, resulting in high-level personas, journeys or scenarios to explain user needs and the user experience.

B. Review current-state help desk operations.

C. Determine help desk best practices, communicate those with CJIC staff and work together to develop a plan on how to integrate those practices within CJIC D. Review and make recommendations regarding help desk technology.

E. Determine service metrics most useful for tracking help desk operations, with the goal of improving the user experience.

F. Create a communications plan outlining the new help desk experience to inform customers.

G. Make improvements to data collection and dissemination, to include qualitative and quantitative performance metrics.

H. Assist the CJIC help desk staff in implementing changes.

$395,000

Department of Technology, Management, and Budget

320 S. WALNUT ST., LANSING, MICHIGAN 48933

P.O. BOX 30026 LANSING, MICHIGAN 48909

CONTRACT CHANGE NOTICE

Change Notice Number 5 to

Contract Number 210000001418

Millerh1@michigan.gov

Holly Grandy-Miller

Sean Regan kathleen.cawley@accenture.com

Lisa Cawley

Detroit, MI 48226

ACCENTURE

CV0062320

859-248-1187

1001 Woodward Ave., 4th Floor

(517) 243-8459 S

T A

T E

P ro g n a g e r

C o n tra ct

A d m in istra to r

C O

N T R A C T O

R

517-243-8710

DTMB

regans@michigan.gov

$3,258,000.00

September 1, 2021 August 31, 2026

HUMAN CENTERED DESIGN (HCD) SERVICES – PREQUALIFICATION PROGRAM

August 31, 2026

INITIAL AVAILABLE OPTIONS EXPIRATION DATE

BEFORE

5 - 1 Year

PAYMENT TERMS DELIVERY TIMEFRAME

ALTERNATE PAYMENT OPTIONS EXTENDED PURCHASING

☐ P-Card ☐ PRC ☐ Other ☒ Yes ☐ No

MINIMUM DELIVERY REQUIREMENTS

DESCRIPTION OF CHANGE NOTICE

OPTION LENGTH OF OPTION EXTENSION LENGTH OF EXTENSION REVISED EXP. DATE

☐ ☐ August 31, 2026

CURRENT VALUE VALUE OF CHANGE NOTICE ESTIMATED AGGREGATE CONTRACT VALUE

$1,500,000.00 $4,758,000.00

Effective 11/12/2023, this Contract is increased by $1,500,000.00 for the DTMB OCI usage in launching the HCD principles training program. These funds were previously approved by the State Administrative Board on 7/11/2023.

All other terms, conditions, specifications, and pricing remain the same. Per contractor and agency agreement, DTMB Central Procurement Services approval.

INITIAL EXPIRATION DATEINITIAL EFFECTIVE DATE

DESCRIPTION

Version 6/06/2023 Page 1 of 11

SCHEDULE A – STATEMENT OF WORK

CONTRACT ACTIVITIES

HCD BACKGROUND

The Michigan Department of Technology, Management and Budget (DTMB) Office of Continuous Improvement (OCI) is responsible for the statewide HCD strategy. The purpose of the HCD strategy is to ensure the voice of the end users are reflected in our services and solutions. In this SOW, the SOM will establish a need for services through this specific statement of work, and proposals will be solicited from the prequalified Contractors utilizing a second-tier competitive selection process.

Project Specific Background

The Office of Continuous Improvement (OCI) is in the process of launching a training program for state employees to build their knowledge and skills in HCD principles. The program aims to equip employees with the tools and techniques to design and deliver services that are more effective, efficient, and user-friendly. The program will be offered to all state agencies and departments, and it will consist of a series of workshops, online modules, and hands-on projects.

The program's curriculum will cover various HCD topics, including user research, prototyping, testing, and iteration. It will also incorporate case studies and examples of successful HCD projects in the public and private sectors. The program will be designed to be interactive, engaging, and practical, allowing participants to apply their learning to real-world challenges and opportunities.

OCI believes that the HCD training program will have several benefits for state employees and citizens alike. First, it will foster a culture of innovation and collaboration among employees, leading to more creative and effective solutions to service delivery challenges. Second, it will enable employees to better understand the needs and expectations of diverse user groups, leading to more inclusive and equitable services.

Finally, it will help the state to deliver services that are more responsive, efficient, and cost-effective, ultimately improving citizens' quality of life.

1. Scope Contractor will be responsible for the development and delivery of HCD training sessions. The training sessions are estimated to be two-hour blocks, however alternative session lengths to best meet course objectives are welcomed. The training should address one or more of the following topics:

1.1. HCD in Business Requirements session: Ensuring business requirements are written for the end user experience. This will include examples of integration into the existing work process. A core outcome of this course should include an

Version 6/06/2023 Page 2 of 11 understanding of what requirements need an HCD approach, and how to achieve his incorporation of the user experience.

1.2. HCD Enhanced User Stories session: User stories are written for developers to outline what has been created and how users will use the solution. This course will help participants understand how enhanced user stories can aid developers as they reflect user needs in their solutions. This will include examples of enhanced user stories and applied practice using a case study.

1.3. Inclusive Design for Non-Designers session: Understand the traditional approach to inclusive design, and how organizations can go beyond minimum standards to cater to all user’s needs. Learn techniques and activities that can be added to projects to create inclusive solutions.

1.4. HCD and Enhanced Test Plans session: This will help participants learn to create test plans using human-centered design methods. Participants will learn how to ensure plans are written to ensure the most valuable user feedback and understand how to leverage these results for improved solutions. Participants will receive example templates and questions for an optimized user interaction.

1.5. Understanding the Value of HCD session: Incorporating HCD into our processes ultimately leads to an enhanced user experience and better decision making. Participants will learn why HCD thinking should be a priority and the benefits of an HCD culture.

1.6. Coaching session: Contractor will be responsible for providing short-term coaching assignments for leaders who manage IT development and implementation. The coaching assignments should be a separate, advanced offering provided by the Contractor.

1.7. Additional courses: Contractor must include the ability to add training sessions as needed.

Other training recommended by the Contractor, not mentioned above, that supports the purpose of this Statement of Work may be included via future delivery orders.

2. Requirements

2.1. General Requirements

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The purpose of this project is to provide a selection of training that builds State employees’ knowledge of human-centered design principles. The training will enable State employees to use HCD concepts in their daily work.

This project is intended to be iterative in nature. OCI is open to recommendations regarding development and delivery of HCD training.

The result of the project will help the Office of Continuous Improvement provide State employees with additional tools and techniques to enable them to:

a. Develop a better understanding of how to create user-informed requirements for IT projects.

b. Identify and engage end users more effectively.

c. Manage cross-functional teams of project managers, developers, and designers.

In general, this project will require delivery of live training online or in-person in Lansing, MI, and planning inputs from key program personnel. It may require user research, stakeholder interviews, and analysis. This project will also include training and knowledge transfer for HCD competency building.

2.2. Work and Deliverables

The Contractor will provide the following deliverables:

a) A detailed training curriculum for each of the topics listed in Scope section above.

b) Customized training materials (non-proprietary), including slide decks, handouts, and case studies.

c) Training evaluations to be completed by participants after each session.

d) A summary report, including training outcomes, input metrics (examples may be % satisfied attendees, or number of participants), and participant feedback.

e) A detailed plan for sustaining the capabilities and behavior change after the training.

The training sessions may be delivered as stand-alone sessions or in conjunction with ongoing projects. The Contractor must be able to customize their approach to address the specific needs and context of each cohort.

The Contractor must be able to deliver the training sessions in-person or virtually, depending on the needs of participating organization.

2.3. Training/Knowledge Transfer

The State of Michigan wants to better understand steps taken throughout the HCD process and requests the Contractor enable state employees to learn through observation, participation, and de-briefing of facilitation activities of the project.

Contractor must provide to the OCI team leadership coaching and mentorship

Version 6/06/2023 Page 4 of 11 throughout the course of the project and equip them with the knowledge and materials to become self-sufficient in delivering identified HCD training throughout the State.

Appropriate knowledge transfer and training should be delivered to core members of the OCI team to build competency in HCD and ensure the ability to maintain the implemented solution.

2.4. OCI will own all training materials and may decide to deliver future training

2.5. Assumptions:

a) OCI is intent on HCD to be a part of how the SOM conducts business. This means that a large portion of training should be sourced in house over time with key trainings sourced from experienced talent to bring credibility to the learning experience.

b) OCI researched in partnership with a curriculum designer the existing competencies, gaps, and tolerances for the key roles for the training audience

c) Training materials developed for the training sessions will be owned by the Office of Continuous Improvement

d) Vendor training may be associated with a new project

e) Training participants will primarily be the Department of Technology, Management and Budget employees

f) The audience for the training are the roles common in IT projects. Not all roles will take the same amount of training in the overarching curriculum and may not participate in the training delivered by this contract. Participants may include Business Analyst’s, Business Relationship Managers, General Managers, Developers, Project Manager, Business Owners and Executives

g) Up to 500 employees may participate in this training

h) OCI will complement this training with internal training currently developed or in-process

i) In addition to this State of Michigan specific training the Contractor can recommend other training:

a. Contractor specific training offered to their clients. This could include a training session with both public and private sector participants.

b. Off the shelf HCD training the Contractor has determined to be valuable based on experience

j) Training will be available to whole intact teams. Over time training will be for staff joining intact teams.

k) Participants in training may be at various points in an IT lifecycle i.e. project readiness, new project, ongoing development or maintenance phase

l) There are overarching tenets and behaviors and reference language that

DTMB has identified which should be messaged into the training

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m) There is a contract with the SOM that provides AGILE training and mentoring. OCI has a subcontract with this vendor to have them deliver content on HCD as a part of AGILE project management.

n) OCI facilitators will be fully trained and equipped with the appropriate knowledge, tools, and resources to deliver the training proposed by the contractor

o) The State of Michigan Training in HCD will be sourced from a combination of providers

1. OCI’s HCD Training Program will provide organizationally specific foundational training

2. Existing nationally recognized training platforms may provide the common mindset and tools training

3. The selected Vendor from this pool will provide training from the perspective of experienced talent to demonstrate best practices and credibility of use in select topics

3. Service Requirements

3.1. Timeframes

Initial training sessions will be available by September 2023 and training sessions would be available for the remainder term of the contract until 8/31/2026.

Training frequency will depend upon demand and session dates will be agreed to by the Contractor and the OCI Program Manager.

OCI retains the option for additional project iterations, at additional agreed-to cost.

3.2. Acceptance, Inspection, and Testing

The State will use the criteria provided in Section 16 of the Contract Terms to determine acceptance of the Contract Activities.

4. Staffing

4.1. Key Personnel

The Contractor must appoint at least one individual who will be directly responsible for the coordinating of the Contract (“Key Personnel”). Key Personnel must be specifically assigned to the State account, be knowledgeable on the contractual requirements, and respond to State inquiries within 24 hours.

Contractor will have the option for hybrid work schedule during development / coordination of training. Key Personnel must be on-site at location as requested by the agency. This may include kick-off meeting, briefings, and other meetings that are collaborative in nature.

Contractor is not required to identify instructors until a training is scheduled.

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The Contractor Representative and/or the Contractor’s key personnel (instructor(s) must possess significant experience in Human Centered Design principles, training and assessments. Instructors must possess:

a) Three (3) or more years of training experience with specialized experience in Human

Centered Design and User-Experience training development in government, non-profit or private industry.

b) Training experience with both small group (less than 15) and large group (more than

15) class sizes in both in-person and virtual settings.

c) Two year’s Human Centered Design experience working in an organization.

Name Role Responsibilities Contract Representative Kristine Handy Contract

Representative Contract Representative assigned to the State account that is directly responsible for the coordination of the Contract.

Illustrative Core Team Members and Instructors Kelly Lohr Delivery

Lead/HCD Instructor

Responsible for the development of human-centered design (HCD) approach and service design strategy, ensures OCI collaboration in creating training materials, and leads training and Train the Trainer activities.

Masha Safina HCD Instructor Responsible for leading training sessions and creating and delivering the HCD training and OCI team knowledge transfer solution.

Mark Micheli HCD Instructor Responsible for creating and delivering the HCD training and OCI team knowledge transfer solution.

Ashley Spencer Design Lead Responsible for leading training material, curriculum, and evaluation development; leads training pilots and material refinement activities; creates the change plan; and co-leads the Train the Trainer for OCI delivery activities.

Rachel Weiss Service Design Consultant

Responsible for managing and creating HCD training material, curriculum, and evaluation development and supports training pilots and materials refinement activities. If required, will support user research, stakeholder interviews, and analysis.

Petroula Elliott Service Design Specialist

Responsible for supporting and creating HCD training material, curriculum, and evaluation development and supports training pilots and materials refinement activities. If required, will support user research, stakeholder interviews, and analysis.

Esther Park Service Design Analyst

Responsible for supporting and creating HCD training material, curriculum, and evaluation development. Supports training pilots and materials refinement activities. If required, will support user research, stakeholder interviews and analysis.

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Julie Somberg Executive Sponsor

Accountable for team oversight, client engagement, deliverables of SLAs.

4.2. Disclosure of Subcontractors

The Contractor does not intend to utilize subcontractors.

5.1. Project Plan

The Contractor will carry out this project under the direction and control of the OCI Program Manager. Within 14 calendar days of the Effective Date, the Contractor must submit a training development agile-project plan to the Program Manager for approval.

The plan must include team roles (including escalation responsibilities) and project timeline (including overview of sprints).

5.2. Meetings

During training development, the Contractor must attend weekly status meetings. The State may request other meetings, as it deems appropriate.

5.3. Reporting

The Contractor must submit to the Program Manager the following written reports:

• Weekly project status during development

• Training report after each course.

• Program evaluation reports, assessments, and other reports are to be delivered on an annual basis.

6. Service Levels:

SLA

Metric Guarantee Performance Measure

Frequency

Credit

1. Conducting Classes and Other Small or Large Group Trainings

A. Timeliness:

100% of all classes will start on time as scheduled. Any changes to class time must be coordinated with the State no later than 24 hours prior to scheduled class times

Per Instance 25% off the associated fee for the event in question.

B. Content:

Classroom instructional content, including any presentations, hand-outs, etc., will be performed with consistency.

Per Instance 25% off the associated fee for the event in question.

2. Reporting Program evaluation reports, assessments, and other reports are to be delivered on an annual

Annually 1% Reimbursement from all invoices billed during the reporting or

Version 6/06/2023 Page 8 of 11 basis. assessment period.

In no event will the aggregate amount of Service Level Credits in a month exceed 7.5% of the applicable monthly support fees (“support fees” means the applicable monthly invoice amount).

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SCHEDULE B - PRICING

1. Pricing is firm for the entire length of the Contract.

2. The Contractor must provide a pricing schedule for the proposed Contract Activities using the pricing schedule below.

3. Price proposals must include all costs, including but not limited to, any one-time or set-up charges, fees, and potential costs that Contractor may charge the State (e.g., shipping and handling, per piece pricing, and palletizing).

4. The Contractor is encouraged to offer quick payment terms. The number of days must not include processing time for payment to be received by the Contractor's financial institution.

Quick payment terms: 1% discount off invoice if paid within 15 days after receipt of invoice.

5. By submitting its proposal, the Contractor certifies that the prices were arrived at independently, and without consultation, communication, or agreement with any other Contractor.

6. Training Sessions:

Specific pricing of items 1.1 through 1.7 in the Scope section of Schedule A – Statement of Work Contract Activities should include development costs and separate delivery costs of each of the sessions.

Training Development

ID Session Name/Topic* Cost Per Session 1 2-hour Training Session—Single-course development of one topic to be delivered as a 2-hour session.

$60,000

2 Immersive Session—Single course development of one topic to be delivered as up to an (8) hour immersive session.

$75,000

3 2-Hour Training Session Bundle (6)—Course development of 6 topics to be delivered as 2-hour sessions per topic.

$250,000

4 Immersive Session Bundle (6)—Course development of 6 topics to be delivered as up to an (8) hour immersive session.

$350,000

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5 2- Hour Training Session Bundle (10)—Course development of 10 topics to be delivered as 2-hour sessions per topic.

$450,000

6 Immersive Session Bundle (10)—Course development of 10 topics to be delivered as up to an (8) hour immersive session per topic.

$550,000

Training Delivery

Session Name/Topic*

Length of Session

Cost Per Session In-Person Virtual

2-Hour Training Delivery 2 Hours $1,200** $400

Immersive Session Delivery 8 Hours $1,950

NA*

7. Training/Knowledge Transfer:

Contractor must include a line-item price for providing a “train-the-trainer” option, for the deliverables identified in section 2.3. Training/Knowledge Transfer of Schedule A

– Statement of Work Contract Activities.

Training/Knowledge Transfer

Session Name/Topic Cost Single Course Knowledge Transfer – 1 Topic $25,000

6 Course Knowledge Transfer – 6 Topics $61,000

10 Course Knowledge Transfer – 10 Topics $70,000

*Immersive sessions are most successful when delivered in person. **If multiple 2-hour trainings are scheduled on same day or days, pricing per session will be reduced.

8. Coaching:

Length Cost In-Person Virtual

Individual Coaching 1 Hours N/A $250

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Group Coaching 1 Hours N/A $250

9. Materials/End Products

Materials/End Products

If additional materials are not included in the training yet are suggested in preparing for the training indicate what type of materials and cost.

N/A – All necessary material/and products costs are covered in the pricing provided.

Department of Technology, Management, and Budget

320 S. WALNUT ST., LANSING, MICHIGAN 48933

P.O. BOX 30026 LANSING, MICHIGAN 48909

CONTRACT CHANGE NOTICE

Change Notice Number 4 to

Contract Number 210000001418

Millerh1@michigan.gov

Holly Grandy-Miller

Sean Regan kathleen.cawley@accenture.com

Lisa Cawley

Detroit, MI 48226

ACCENTURE

CV0062320

859-248-1187

1001 Woodward Ave., 4th Floor

(517) 243-8459 S

T A

T E

P ro g n a g e r

C o n tra ct

A d m in istra to r

C O

N T R A C T O

R

517-243-8710

DTMB

regans@michigan.gov

$2,006,000.00

September 1, 2021 August 31, 2026

HUMAN CENTERED DESIGN (HCD) SERVICES – PREQUALIFICATION PROGRAM

August 31, 2026

INITIAL AVAILABLE OPTIONS EXPIRATION DATE

BEFORE

5 - 1 Year

PAYMENT TERMS DELIVERY TIMEFRAME

ALTERNATE PAYMENT OPTIONS EXTENDED PURCHASING

☐ P-Card ☐ PRC ☐ Other ☒ Yes ☐ No

MINIMUM DELIVERY REQUIREMENTS

DESCRIPTION OF CHANGE NOTICE

OPTION LENGTH OF OPTION EXTENSION LENGTH OF EXTENSION REVISED EXP. DATE

☐ ☐ August 31, 2026

CURRENT VALUE VALUE OF CHANGE NOTICE ESTIMATED AGGREGATE CONTRACT VALUE

$1,252,000.00 $3,258,000.00

Effective 7/15/2023, this contract is increased by $1,252,000.00 by the Office of Retirement Services to engage in phase III of its Human Centered Design project. The below statement of work describes the project in detail.

These funds were previously approved by the State Administrative Board on 7/11/2023.

All other terms, conditions, specifications, and pricing remain the same. Per contractor and agency agreement, DTMB Central Procurement Services approval.

INITIAL EXPIRATION DATEINITIAL EFFECTIVE DATE

DESCRIPTION

Version 2021-1 1 of 2

STATEMENT OF WORK -

IT CHANGE NOTICE

Project Title:

Phase III – Human Center Design project

Period of Coverage:

N/A

Requesting Department:

Office of Retirement Services

Date:

7/15/2023

Brief description of services to be provided:

BACKGROUND:

This change notice is adding $1,252,000.00 to the Accenture Human Centered Design (HCD) Services – Prequalification program – MA #21*1418. The additional funds are for Phase III of ORS’ project, which includes creating a prioritization framework to determine minimum viable product (MVP) scope, developing Key Performance Indicators (KPIs) for MVP initiative selection, conducting a design system component audit, and creating an initial design system library.

DELIVERABLES:

Deliverables will not be considered complete until the Agency Project Manager has formally accepted them. Deliverables for this project include:

- Provide product activation recommendations. These recommendations must enhance product organization based on observations and best practices.

- Create a Prioritization Framework, including standardized criteria to determine minimum viable product (MVP) scope.

- Develop Key Performance Indicators (KPIs) for MVP initiative selection.

Contractor will work with ORS to define metrics and a value measurement framework to continuously monitor the positive impact of the MVP initiative.

- Conduct a design system component audit. This audit must assess the current state user experience to assist ORS in understanding and documenting the design components that are currently in use. Audit must also identify any design components that may be missing or needed for the new MVP design.

- Create an initial design system library (DSM) that includes necessary design components, interaction patterns, and user experience guidelines needed for MVP designs and associated documentation.

- Create flow diagrams and design wireframes that depict the user experience.

PAYMENT SCHEDULE:

Payment will be made on a Satisfactory acceptance of each Milestone basis. DTMB will pay CONTRACTOR upon receipt of properly completed invoice(s) which shall be submitted to the billing address on the State issued purchase order not more often than monthly. DTMB Accounts Payable area will coordinate obtaining Agency and DTMB

Version 2021-1 2 of 2

Project Manager approvals. All invoices should reflect actual work completed by payment date and must be approved by the Agency and DTMB Project Manager prior to payment.

The invoices shall describe and document to the State’s satisfaction a description of the work performed, the progress of the project, and fees. When expenses are invoiced, receipts will need to be provided along with a detailed breakdown of each type of expense.

Payment shall be considered timely if made by DTMB within forty-five (45) days after receipt of properly completed invoices.

Department of Technology, Management, and Budget

320 S. WALNUT ST., LANSING, MICHIGAN 48933

P.O. BOX 30026 LANSING, MICHIGAN 48909

CONTRACT CHANGE NOTICE

Change Notice Number 3 to

210000001418Contract Number

Millerh1@michigan.gov

Holly Grandy-Miller

Sean Regan kathleen.cawley@accenture.com

Lisa Cawley

Detroit, MI 48226

ACCENTURE

CV0062320

859-248-1187

1001 Woodward Ave., 4th Floor

(517) 243-8459 S

T A

T E

P ro g n a g e r

C o n tra ct

A d m in istra to r

C O

N T R A C T O

R

517-243-8710

DTMB

regans@michigan.gov

$678,000.00

September 1, 2021 August 31, 2026

HUMAN CENTERED DESIGN (HCD) SERVICES – PREQUALIFICATION PROGRAM

August 31, 2026

INITIAL AVAILABLE OPTIONS EXPIRATION DATE

BEFORE

5 - 1 Year

PAYMENT TERMS DELIVERY TIMEFRAME

ALTERNATE PAYMENT OPTIONS EXTENDED PURCHASING

☐ P-Card ☐ PRC ☐ Other ☒ Yes ☐ No

MINIMUM DELIVERY REQUIREMENTS

DESCRIPTION OF CHANGE NOTICE

OPTION LENGTH OF OPTION EXTENSION LENGTH OF EXTENSION REVISED EXP. DATE

☐ ☐ August 31, 2026

CURRENT VALUE VALUE OF CHANGE NOTICE ESTIMATED AGGREGATE CONTRACT VALUE

$1,328,000.00 $2,006,000.00

Effective January 1, 2023, this contract is hereby increased by $1,328,000 and the following amendment is incorporated into the Contract to assist with discovery and design for public school employees and development of a playbook and implementation roadmap.

These funds were previously approved on 10/15/2022 by the State's administrative board.

All other terms, conditions, specifications, and pricing remain the same. Per contractor, agency and DTMB procurement.

INITIAL EXPIRATION DATEINITIAL EFFECTIVE DATE

DESCRIPTION

Effective 1/1/2023, this contract is increased by $1,328,000.00 by the Office of Retirement Services to better understand the entirety of the user experience for Michigan Public School Employees on the Defined Contribution Plan.

Section 1.2 Work and Deliverables is amended to add the following requirements relative to the Michigan Public School Employees’ Retirement System participants in the Defined Contribution Plan:

Contractor will:

a. Document the lifecycle of Michigan Public School Employees’ Retirement System Members to understand how they engage with ORS products and services with a targeted focus at the start of their journey.

i. Including, but not limited to, the six phases active members experience: establish benefit structure, reporting, account maintenance, retirement application, payments and adjustments, and death and survivor benefits.

b. Define desired outcomes and associated measures.

i. Analyze the results of user research to define user needs and key outcomes.

ii. Leverage ORS benchmarking studies (vis-à-vis peer organizations) to identify areas of opportunity.

c. As applicable, deliver new service-design prototypes for the client, which:

i. Engage end-users more effectively.

ii. Produce a seamless and enjoyable experience for users.

iii. Promote a proactive approach to user experience by anticipating user questions, problems, and needs across their employment and retirement journey.

d. Provide a prioritized list of recommended actions for future improvements.

i. Establish decision criteria. These may generally include changes to the end-to-end process, supporting technology, communication, user awareness around retirement choices, brand image, or ORS partnerships.

Section 1.2 Work and Deliverables is amended to add the following requirements relative to the New Ways of Working Playbook.

Contractor must:

a. create a New Ways of Working Playbook to guide new ways of working for ORS. This Playbook will define a joint governance and collaboration model between ORS and the Defined Contribution Plan Third Party Administrator (DC TPA), currently Voya, anchored in the guiding principles set for the future member experience vision.

a. Playbook must include:

• Governance + Collaboration Model Definition

• Guidance for adopting + evolving new ways of working

• Foundation for a common definition of success to enable future state member experience

• Best practices for developing a human-centered design capability

Section 1.2 Work and Deliverables is amended to add the following requirements relative to the Public School Employee experience:

Test and validate value propositions, concepts and prototypes from the initial SERS DC discover phase.

Incorporate MSPERS member experiences into the Phase I SERS DC Journey Map, identifying unique moments that matter, pain points and motivations for each group.

Identify concepts and opportunities to improve MPSERS customer experience, validate and provide list of prioritized options.

Section 1.2 Work and Deliverables is amended to add the following requirements relative to developing ORS and OCI competence to apply Human-Centered Design to other segments and interactions.

Instruct core and extended group in methods and models, providing opportunity to practice and apply.

Coach select group of HCD Advocates in the HCD process including problem framing, executing research, developing opportunities and future state concepts, leading small groups through divergent and convergent decision making.

Section 1.2 Work and Deliverables is amended to add the following requirements relative to Data Discovery Assessment to identify the type of data required, the collection and analysis process, and the analytical tools to support the future personalized DC member experience. Outputs will include:

• Data Assessment Report evaluating current capabilities and strategies; develop recommendations for data, technical architecture, process, and organizational structure.

• Data analysis methods to provide 360 DC member view while supporting security and privacy standards.

• Drill down KPIs for digital experience and member behaviors (outcomes).

Section 1.2 Work and Deliverables is amended to add the following requirements relative to the Strategic Roadmap, which will identify the major components for bringing the future state ORS experience to life, including technology requirements, user and business needs, and resourcing. Outputs will include:

• Value gap analysis against future state experience and value vs effort prioritization

• Implementation roadmap around moments that matter to demonstrate how to sequence the initiatives required to bring the future state vision to life

Section 5.1 Price Term is amended to include the additional fees and services as follows:

Phase II-A ($760,000)

Public School Employee DC Member Experience discovery and future experience definition

ORS + VOYA Playbook to define a joint governance and collaboration model

Phase II-B ($568,000)

Data Discovery assessment to use as an input into strategic roadmap and Microsoft Dynamics implementation

Capability assessment and strategic roadmap

Department of Technology, Management, and Budget

320 S. WALNUT ST., LANSING, MICHIGAN 48933

P.O. BOX 30026 LANSING, MICHIGAN 48909

CONTRACT CHANGE NOTICE

Change Notice Number 2 to

210000001418Contract Number

Millerh1@michigan.gov

Holly Grandy-Miller

Sean Regan kathleen.cawley@accenture.com

Lisa Cawley

Detroit, MI 48226

ACCENTURE

CV0062320

859-248-1187

1001 Woodward Ave., 4th Floor

(517) 243-8459 S

T A

T E

P ro g n a g e r

C o n tra ct

A d m in istra to r

C O

N T R A C T O

R

517-243-8710

DTMB

regans@michigan.gov

$98,000.00

September 1, 2021 August 31, 2026

HUMAN CENTERED DESIGN (HCD) SERVICES – PREQUALIFICATION PROGRAM

August 31, 2026

INITIAL AVAILABLE OPTIONS EXPIRATION DATE

BEFORE

5 - 1 Year

PAYMENT TERMS DELIVERY TIMEFRAME

ALTERNATE PAYMENT OPTIONS EXTENDED PURCHASING

☐ P-Card ☐ PRC ☐ Other ☒ Yes ☐ No

MINIMUM DELIVERY REQUIREMENTS

DESCRIPTION OF CHANGE NOTICE

OPTION LENGTH OF OPTION EXTENSION LENGTH OF EXTENSION REVISED EXP. DATE

☐ ☐ August 31, 2026

CURRENT VALUE VALUE OF CHANGE NOTICE ESTIMATED AGGREGATE CONTRACT VALUE

$580,000.00 $678,000.00

Effective August 31, 2022, this Contract is increased by $580,000.00 by the Office of Retirement Services to better understand the entirety of the user experience for State Employees on the Defined Contribution Plan.

All other terms, conditions, specifications, and pricing remain the same. Per contractor, agency and DTMB procurement.

INITIAL EXPIRATION DATEINITIAL EFFECTIVE DATE

DESCRIPTION

Version 7/8/2022 Page 1 of 4

SCHEDULE A – STATEMENT OF WORK

CONTRACT ACTIVITIES

HCD for the Office of Retirement Services Project.

1. REQUIREMENTS

1.1 General Requirements

The purpose of this project is to better understand the entirety of the user experience for State Employees on the Defined Contribution Plan (DCP). This understanding will then be used to identify clear areas of opportunity for improving said user experience.

This project is intended to have an iterative, “double-diamond” approach, especially in the areas of exploration, reflection, and creation. ORS seeks recommendations regarding delivery, but Contractor is not expected to implement solutions.

Note: ORS retains the option for additional project iterations, at additional agreed-to cost, beyond the initial service timeframe. Additional project iterations may focus on testing and refining user experience solutions for DCP and/or exploration, reflection, and creation for other user groups.

The result of the project will help the Office of Retirement Services an innovative retirement organization to provide customers with a successful today for a secure tomorrow in the following ways:

a. Developing a better understanding of how State Employees on the Defined Contribution Plan engage with ORS products and services through the entire arc of their experience.

b. Applying results for improvements to end-to-end processes, supporting technology and how our people engage end users more effectively.

c. Developing ORS competence to apply Human-Centered Design techniques to other segments and interactions.

In general, this project may require user research, stakeholder workshops, planning inputs from key program personnel, and analysis. This project will also include training and knowledge transfer for HCD competency building.

1.2 Work and Deliverables

The Contractor must provide deliverables, services, staff, and otherwise do all things necessary for, or incidental to, the performance of work, as set forth below.

Contractor will:

a. Document the lifecycle of State Employees on the Defined Contribution Plan to understand how they engage with ORS products and services.

i. Including, but not limited to, the six phases active members experience:

establish benefit structure, reporting, account maintenance, retirement application, payments and adjustments, and death and survivor benefits.

b. Define desired outcomes and associated measures.

Version 7/8/2022 Page 2 of 4

i. Analyze the results of user research to define user needs and key outcomes.

ii. Leverage ORS benchmarking studies (vis-à-vis peer organizations) to identify areas of opportunity.

c. As applicable, deliver new service-design prototypes for the client, which:

i. Engage end-users more effectively.

ii. Produce a seamless and enjoyable experience for users.

iii. Promote a proactive approach to user experience by anticipating user questions, problems, and needs across their employment and retirement journey.

d. Provide a prioritized list of recommended actions for future improvements.

i. Establish decision criteria. These may generally include changes to the end-to-end process, supporting technology, communication, user awareness around retirement choices, brand image, or ORS partnerships.

1.3 Training/Knowledge Transfer

The State of Michigan wants to better understand steps taken throughout the HCD process and requests the Contractor enable state employees to learn through observation, participation, and de-briefing of facilitation activities of the project.

Contractor must provide to the OCI/HCD team, ORS leadership team, and any key personal identified by ORS leadership coaching and mentorship throughout the course of the project and equip them with the knowledge they need to achieve desired outcomes of the project. Appropriate knowledge transfer and training should be delivered to core members of the ORS team to build competency in HCD and ensure the ability to maintain the implemented solution.

2. Service Requirements

2.1 Timeframes

All Contract Activities must be delivered by March 10, 2023.

ORS retains the option for additional project iterations, at additional agreed-to cost, beyond the initial service timeframe.

2.2 Acceptance, Inspection, and Testing

The State will use the…