4-Attachment 4 Supplement 2.docx

Attachment Supplement 1

Solicitation No. BPM004453 DCS IT Maintenance and Operations Services State of Arizona Department of Child Safety Office of Procurement & Contracts 3003 N. Central Avenue Phoenix, AZ 85012

Exceptions to Scope of Work and Pricing

Scope of Work

Rationale: There may be times that IBM will need to deploy updates to production and system access will be unavailable at that time. IBM will collaborate with AZ DCS to plan these production downtimes and provide adequate notification time and detailed communications to stakeholders.

2.6 The Guardian system is considered mission-critical and must be available to users 24 hours per day, 7 days per week. The AZ DCS has an ongoing need for professional services to ensure the system always remains functional and available and evolves over time to meet the changing needs of AZ DCS.

Rationale: IBM is optimistic that contract negotiations will be done in a timely manner, but they could take more time than anticipated and staff cannot commence activities until a contract is executed.

4.1.1 The Contractor shall develop a detailed Transition Plan with DCS input within no more than 30 days of the contract award. The Transition Plan shall describe, in detail, all activities required to migrate the current M&O services described throughout this RFP from the current vendor to the Contractor’s team with minimal impact and disruption to the production systems.

1. AZ DCS will be responsible and hold the incumbent vendor accountable for completing those tasks and meeting the milestone dates identified in the transition plan develop by IBM

2. AZ DCS will ensure that the incumbent vendor has a dedicated (full-time) resource who will serve as the single point of contact for AZ DCS and IBM.

3. AZ DCS will ensure that the incumbent vendor actively participates and is available to attend meetings, etc. throughout the transition period

Rationale: The incumbent vendor is under contract with the State.

4.1.2 The Contractor shall work with AZ DCS and the incumbent service provider to validate, verify and document the current Guardian cloud infrastructure and environments regardless of use case including, but not limited to all infrastructure operating ‘as-a-service’ and/or on ‘virtual machines’ such as database, operating system, and web services, as well as specialized platform and software-as-a-service currently running to support the current AZ DCS Guardian applications in order to create an up-to-date inventory of all services that will be transitioned to the Contractor.

Rationale: There may be times that IBM will need to deploy updates to production and system access will be unavailable at that time. IBM will collaborate with AZ DCS to plan these production downtimes and provide adequate notification time and detailed communications to stakeholders.

4.5.1 The Contractor shall provide “tier 4” support to the AZ DCS support staff. The Contractor shall provide access to expert technical support staff 24 hours per day, 7 days per week (24x7) that can assist in the resolution of escalated tickets related to the systems under support.

Rationale: All activities associated with user acceptance testing should be the responsibility of AZ DCS.

4.6.6 The Contractor shall provide dedicated support staff experienced in enterprise system and integration testing to devise and implement a comprehensive testing plan that covers all aspects of system testing including but not limited to unit testing, integration testing, regression testing, release testing, user acceptance testing and overall system performance testing. AZ DCS staff will perform all final user acceptance testing and be responsible for final acceptance of all delivered software. All work delivered by the Contractor to AZ DCS for testing must be fully tested first by the Contractor’s staff prior to it being released to AZ DCS for quality assurance and final user acceptance testing and all test results must be fully documented, including test scripts and acceptance criteria, and available to AZ DCS staff for review. The Contractor shall work with the AZ DCS to design and implement a comprehensive testing process to be used on all Contractor developed software that accounts for AZ DCS quality assurance and acceptance testing.

Rationale: The cited Arizona Statute’s parameters for such requirements involve direct services to either children or vulnerable adults.

4.9.10 The Contractor shall ensure that all Contractor staff members, employed or subcontractors, have a clear central registry background check and a level-one fingerprint clearance card prior to delivering services to AZ DCS, which is to be reviewed and updated annually.

Rationale: Given the challenges that AZ DCS has experienced with the Guardian system and known production defects; it is IBM’s recommendation to collaborate with AZ DCS on identifying those service measures that are most impactful to AZ DCS to improve overall operations.

It has been the experience of AZ DCS that service levels developed only by one side are not as effective as when developed collaboratively with the service provider. The service levels to be developed under this contract will be focused on the Contractor’s performance of their contracted services and not on the performance of the cloud-hosted services, which are governed by the cloud provider contracts and associated service level agreements

Pricing Document

None

International Business Machines Corporation (IBM) Company Name

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