5-Attachment 10 - BPM004453 Experience References.pdf

Attachment 10: Experience References

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

The State intends to conduct reference checks for accounts referenced provided by Offerors. It may, at its sole discretion, contact additional clients not presented as references. Offerors shall provide at least three (3) client references for assignments that replicate or mirror the requirements of this RFP. At least one (1) of the projects referenced must be Arizona government related. All assignments shall be for assignments received and completed within the last five (5) years.

1 Client Company/Address Contact Begin Date End Date

State of New Jersey - Department of Community Affairs/ 101 South Broad Street, Trenton NJ 08625

John Harrison June 2017 Present

Phone Number Email Address

609-508-77

John.harrison@dca.nj." 57 John.harrison@dca.nj.gov

Event Scope and deliverables, include number of resources engaged in project, timeline of project (major milestones)

Background: The Department of Community Affairs (DCA) aims to modernize and create digital portals for several programs within DCA. One such program is to enable New Jersey residents to apply and receive arrearage benefits on their home energy bill through the American Rescue Plan. As part of a greater plan, the State aims to enroll citizens who apply for ARP benefits into their existing Low Income Home Energy Assistance Program (LIHEAP) and Universal Service Fund programs.

Event Scope: IBM rapidly developed, tested and deployed a cloud based state-of-the-art solution based on Microsoft Dynamics 365. The web portal enables New Jersey citizens to quickly apply for ARP, upload supporting documentation, and check the status of their application. From the DCA staff side, “adjudicators” review each application for valid information and documentation. Adjudicators can quickly filter, and sort applications based on several criteria using existing List and Dashboard views within Dynamics 365. Built in email functionality allows adjudicators to quickly request additional information from applicants. Reports can be exported from Dynamics quickly to generate payments. Power BI is used to create clean, user-friendly dashboards that payment totals and application statuses by county and utility company.

Deliverables and Additional Scope Details:

• In October 2021, the American Rescue Plan web portal went live to the public.

• In March 2022, an additional portal for Low Income Home Water Assistance Program went live to the public.

• In April 2022, version 2.0 Low Income Home and Energy Assistance Program web portal and CRM solution was released to include components of the American Rescue Plan and Low-Income Home Water Assistance Program.

• In June 2022, the team began work to revamp the Microsoft Portals web-portal and Dynamics 365 CRM back-end solution to consolidate the assistance programs into one web portal interface and one CRM solution.

• Project Management, Business Analysis, Communication and Training: New Jersey DCA and IBM leveraged Agile for this implementation of the solution, from design and development through end-to-end testing. In alignment with the Agile approach, Story-Driven Design via IBM business process tools drove the creation of User Stories with defined assumption and acceptance criteria. A project backlog was used to identify the components to be included in each iteration.

mailto:57%07John.harrison@dca.nj.

State of Arizona Department of Child Safety

Office of Procurement & Contracts

List job positions provided and technologies utilized to supplement services.

Job Positions:

Project Manager Microsoft Dynamics Solution Architects (2) Oracle Solution Architect Functional Lead Testing Lead Dynamics 365 – Technical Consultants (4) Dynamics 365 – Functional Consultants (2) Oracle – Technical Consultants (3)

Technology:

Microsoft Dynamics 365, Microsoft Dynamics 365 Portal, Microsoft Power BI, Microsoft SharePoint Online

2 Client Company/Address Contact Begin Date End Date

Office of Systems Integration, 2495 Natomas Park Drive, Suite 515, Sacramento, CA 95833

Cheryl Jones Customer Relations Director Child Welfare Digital Services

01/23/1992 11/30/2026

Phone Number Email Address

916-919-1811(cell) Cheryl.Jones@osi.ca.gov

Event Scope and deliverables, include number of resources engaged in project, timeline of project(major milestones)

Background: In the state of California, county Child Welfare agencies provide services to abused, neglected and exploited children and families in all 58 California counties at approximately 400 physical sites across the state.

These agencies provide Child Protection Service functions including hot line, intake, child placement, family maintenance, family reunification, licensing, court processing, and adoptions services to the families and communities that they serve.

In 1992, the State of California did not have a centralized Child Welfare system and each county had disparate systems. The State was heavily reliant on these multiple legacy IT systems, applications and an infrastructure that were incapable of enabling the state’s IT and child welfare visions.

The State of California Department of Social Services partnered with IBM in 1992 to provide long-term solution and deployment services to assist them in refocusing on strategic child welfare functions. The state of California was interested in providing tools and information to the counties that would maximize the effectiveness of child welfare resources and allow greater focus on accomplishing the mission of child welfare services through a singular system with consistent interfaces and consistent performance. Federal funding was made available to the state to develop and implement the automated system.

Event Scope and Deliverables: IBM worked closely with the state of California to develop a solution that would not only serve them immediately but would continue to serve them for many years to come. IBM proposed a California Child Welfare/Case Management System (CWS/CMS) that would automate all phases of child welfare services. The system is functionally comprehensive, covering all of the business requirements including case intake, client information, service delivery, case management, placement, court processing, caseload, resource management, system administration, program management, adoptions and licensing. The system developed provides various levels of horizontal systems security. The system also gives caseworkers more time to focus on providing services rather mailto:Cheryl.Jones@osi

State of Arizona Department of Child Safety

Office of Procurement & Contracts than on interfacing to external sources to facilitate data exchange and provides the ability to monitor client outcomes through ad-hoc query facilities.

IBM, as the prime contractor and project manager of the effort, designed the system; developed the applications;

performed integration of the COTS hardware and software; converted legacy applications; implemented the solution including site preparation, wiring, equipment installation and configuration at each site; provided initial training and is currently operating, supporting, enhancing and maintaining the Child Welfare Services / Case Management System.

Today, CWS/CMS is comprised of approximately 1000 programs, 280 database entities, 500 screens, 10,000 batch jobs, and supports 350,000 transactions per day and 17,000 users. The system is designed to be available 24 hours per day, seven days per week.

Additional Scope Details: Current IBM support includes Project Office, full lifecycle application maintenance services, help desk operations, server management, performance monitoring and optimization, backup and recovery, security, and training. Help Desk Operations provides users a single point of contact via a #800 number. The Help Desk receives a peak call volume of 300 calls per month and 98% of the calls are answered within three minutes.

Software support is provided for all end users on COTS products through the help desk.

The overall California Child Welfare/Case Management System project has been extremely successful with historically high customer satisfaction ratings.

Job Positions: IBM ensures adequate staffing to meet our responsibilities cited above as well as our contract SLAs. Key positions include:

Project Executive Delivery Project Executives Architect Technical Services Manager Test Manager Application Development Manager

Technology:

CWS/CMS was built on a Client Server architecture. The application layers include VB6, C#, C++ layers on a Windows front-end with COBOL/CICS/DB2 layers on the ZoS platform in the backend. Application transactions are routed between these layers through Windows/Linux gateway servers.

3 Client Company/Address Contact Begin Date End Date

State of Arizona Department of Transportation Motor Vehicle Department (MVD)1801 W. Jefferson, Phoenix, AZ

Maddie Kinder, Program Manager, MV

November

December

(602) 712-7390 mkinder@azdot.gov

Event Scope and deliverables, include number of resources engaged in project, timeline of project(major milestones)

Reference: Contract # ADSP012-032277

State of Arizona Department of Child Safety

Office of Procurement & Contracts

Event Scope: IBM provided managed services to the State of Arizona Department of Transportation MVD under the eGov2U contract from 1996-2021. IBM’s roles and responsibilities included M&O and system modifications on the ServiceArizona.com MVD portal used by the citizens of Arizona for DMV industry transactions such vehicle registration renewals (Approximately 3.4M renewal transactions per year), and other common DMV transactions available to all Arizona drivers. ServiceArizona also included business portals, kiosks in field offices, and a payment solution for MVD.

Leveraging IBM’s initial investment in the current e-Government, the Motor Vehicle Division (MVD) placed Arizona in the spotlight of e-Government awards, accolades and distinction as the jurisdiction with an online renewal adoption rate that exceeds 53%, the highest by far in North America. ADOT now processes over 630,000 citizen transactions per month and over 110,000 business transactions per month, both using ServiceArizona. IBM’s human centered design approach to provide the optimum website speed and customer interaction ease of use resulted in reduced customer wait times at MVD field offices due to a user-friendly on-line option for customer MVD related transactions that reduced the need for many to physically go into a field office.

Deliverables and Additional Scope Details: The eGov2U contract included a number of services that were extended and improved upon for the following services:

Payment Gateway – IBM provided a payment gateway for MVD Now and ServiceArizona. The IBM payment solution was closely integrated with MVD and its MAX System and supported over $800M in credit card transactions annually for MVD transactions. The Payment Gateway included fully operational processes and support for payments, reconciliation, deposits, and other actions as needed to support MVD.

Renew By Mail – IBM provided Renew By Mail services for AZ MVD. Renew By Mail was fully integrated with the MAX System and was put into service in 2017. In 2020 Renew By Mail processed over 369,000 mail in renewals. IBM partnered with SecureOne Outsource Solutions on Renew By Mail.

Fuel Tax Suite – IBM developed an industry leading Fuel Tax suite for receiving fuel tax reports electronically and then mining and cross matching data to identify missing tax payments.

IVR – IBM developed Internet and Interactive Voice Response (IVR) technologies to automate the vehicle registration renewal, dramatically saving MVD customers time and money.

Online Services – ServiceArizona reduced customer wait times at MVD field offices by providing over 60 unique on-line options for many customer MVD related transactions.

Secure Access Gateway – IBM developed a secure access gateway with single sign-on accessing multiple secure applications and the ability to securely store all electronic payment information.

EZVoter – IBM implemented EZVoter to streamline and automate processing of voter registration attempts from MVD field offices and internet to the Arizona Secretary of State’s database for distribution to all fifteen Arizona counties.

IBM staffed the project with a cross-functional team of over 20 experienced individuals supporting the wide array of services described above. Job positions spanned application development, security, and operations.

Technologies:

Technologies utilized included middleware, databases, reporting software, custom code, hardware, and software. For the entirety of the project, IBM implemented Websphere Application Server as the middleware solution and DB2 as the database solution for the project’s customer online services, business suites, IVR and Renew By Mail. Application development technologies for this project include Java, C# .Net and Shell Scripting.

State of Arizona Department of Child Safety

Office of Procurement & Contracts

4 Client Company/Address Contact Begin Date End Date

State of New Jersey - Department of Community Affairs/ 101 South Broad Street, Trenton NJ 08625

John Harrison June 2017 Present

Phone Number Email Address

609-508-77

John.harrison@dca.nj." 57 John.harrison@dca.nj.gov

Event Scope and deliverables, include number of resources engaged in project, timeline of project (major milestones)

Background: The State of New Jersey is undergoing a digital transformation to computerize their state wide inspection processes and tools. The State utilizes various manual process with outdated technologies or even paper inspection forms. There are over 800 field inspectors throughout the State of New Jersey today who ensure public safety on everything from elevators, fire safety, public housing, and even carnival rides. The State Inspectors range in years of service with the State and are required to provide their findings in a timely manner.

Technologies of the past have hampered their ability to provide timely and accurate information.

This created a business challenge for the State. They had a vision to computerize the Elevator Safety inspection process which was being handled manually. As a bigger goal, The State was also aiming to revamp and rebuild its legacy Registration Inspection Management System (RIMS) for Bureau of Housing Inspection (BHI) and Bureau of Fire Code Enforcement (BFCE).

Event Scope:

IBM architected and modernized the State of New Jersey’s elevator safety inspection, housing safety inspection, and fire safety inspection. IBM architected and developed a citizen-facing Dynamics 365 PowerApps Portal to handle property registration, document downloads, and online payments. IBM developed tablet-centric inspection functionality where Inspectors can record their findings on their tablets. Dynamics 365 was also used to create a back-office staff web interface. Document management was handled using a combination of Microsoft SharePoint and Azure Blob Storage. Additionally, IBM developed interfaces with several other on-prem systems at State of New Jersey and ensured there were data migration capabilities with the Legacy Oracle Database, SQL Server, SSIS< and KingswaySoft Adapters. The team employed Security, Auditing, and Governance best practices as provided by Office 365 Government – GCC High environment which provides compliance with US Government requirements for cloud services.

Deliverables:

• In October 2018, the Elevator Safety Inspection had it’s Go-Live

• In early 2019, the Elevator Safety Portal had it’s Go-Live

• In November 2020, the Housing Safety Inspection had it’s Go-Live

• In early 2021, the Housing Safety Portal had it’s Go-Live

IBM exceeded the following Critical Success Factors and KPIs:

• Overall reduction of Elevator Inspection Cycle-time by over 90%

• Improved revenue flow through better visibility (dashboards / charts) of unpaid bills and automated judgement / collection process.

• Reduction of manual efforts through process automation (Reservice, Email / Appointment / Task Sync, Automated Document Management) mailto:57%07John.harrison@dca.nj.

State of Arizona Department of Child Safety

Office of Procurement & Contracts

• User Experience improvements and ease of use (legacy Windows application interface to browser-based and mobile app interface)

• The Elevator Inspection Modernization solution was delivered using corporate best practices. The team used Agile principles and best practices for analysis, requirements documentation (Epics and User Stories), iterative development with bi-weekly product demos, and testing. The development approach focused on configuration over customization, where possible.

Lead Solution Architect Technical Lead Functional Lead Testing Lead Dynamics 365 – Technical Consultants (5) Dynamics 365 – Functional Consultants (3)

Technology:

Microsoft Dynamics 365, Microsoft Dynamics 365 Portal, Microsoft Power BI, Microsoft SharePoint Online, Dynamics 365 Tablet App

5 Client Company/Address Contact Begin Date End Date

Illinois Department of Human Services (IDHS) Project: State of Illinois WIC System Training 815 East Madison Ave.

Springfield, IL 62701

Stephanie Bess Bureau Chief and Interim Associate Director

February

November

217-524-3353 stephanie.bess@illinois.gov

Event Scope and deliverables, include number of resources engaged in project, timeline of project (major milestones)

Background: SLG’s experience with IDHS is relevant to this RFP’s services in that the project entailed developing and providing training to a wide spectrum of system user types within the State of Illinois environment. Specifically, SLG provided multi-level, statewide training for implementation of the WIC IWIC System by IDHS. To facilitate federal compliance, IDHS replaced the entire WIC system, taking it from a paper voucher-based system to an EBT card system. The system replacement required extensive retraining of staff and users across the state, from executive program staff to local providers.

Event Scope and Deliverables: SLG developed the training plans and materials, coordinated logistics for training locations, provided training equipment, and delivered multi-level training to 2,500+ participants.

Working with IDHS WIC staff, SLG developed Illinois-specific training plans, objectives, and materials for the new IWIC system. SLG built and maintained a distinct and separate training environment to support this initiative. While steps were taken to see that training scenarios mirrored real-life cases, no actual client data was used for training purposes, nor were trainees allowed access to real client data during training and review.

To facilitate correctness and clarity of training materials, SLG provided the full training to a select group of 50 super users identified by WIC. This training was successful and allowed training materials to be “tested” before rollout to the entire trainee population.

State of Arizona Department of Child Safety

Office of Procurement & Contracts

SLG then conducted face-to-face trainings with internal and external system users, with the number and locations determined in a way that causes as little disruption as possible to the daily operations for IDHS, local WIC offices, and WIC clinics. SLG worked extensively with staff in each region to see that trainings would not adversely impact offices and not have staff to provide critical services to its constituents.

As with many efforts, the COVID 19 pandemic greatly impacted training efforts. When face-to-face training was suspended, SLG revised training materials in less than two weeks to allow system training to continue virtually.

SLG Innovation provided a number of highly skilled staff including instructional design experts, senior training leads, senior trainers, technical support technicians for set up and maintenance of all training locations, for the training efforts, in addition to the overall senior project management for the entire IWIC system implementation.

Technologies:

This training effort required all SLG training staff to develop expert level skills with the proprietary software system implemented by the State of Illinois. General training administration was completed using standard office software such as WebEx, Word, Excel and PowerPoint. Surveys, polling and proficiency of trainees was reported and measured using advanced Survey Monkey tools.

6 Client Company/Address Contact Begin Date End Date

State of Rhode Island 100 Sockanosset Rd, Cranston, RI

Kristine Campagna, Associate Director, Division of Community Health and Equity

8/2020 Present

401-258-4435 Kristine.Campagna@health.ri.gov

Event Scope and deliverables, include number of resources engaged in project, timeline of project (major milestones)

Background: In August of 2020, the IBM team was tasked with standing up an emergency call center for the State of Rhode Island to respond to the questions and concerns of the residents of RI in relation to the rising COVID-19 pandemic. The work continues today to support the Rhode Island Department of Health with their

State of Arizona Department of Child Safety

Office of Procurement & Contracts

COVID-19 call center, policy, process, training, and quality assurance. In addition to the call center, IBM provides a full, 27-person data and analytics team which supports the Covid Reporting for the State of Rhode Island including the Governor's Dashboard and CDC reporting.

Event Scope and Deliverables: The IBM data and analytics team supports regular reporting and analysis related to the State of Rhode Island Department of Health (RIDOH) COVID-19 response and recovery efforts.

Services include daily preparation of analytic data sets from the RIDOH case investigation and contact tracing system and other internal and external data sources (hospital incident reporting, vaccination registry, survey data, etc.). Datasets describe cases, hospitalizations, deaths, testing, vaccinations, variants, and other topics related to sub-populations (school based, congregate settings, etc.). Data is processed to produce daily, weekly, and monthly reports that are published to the public dashboard as well as multiple internal dashboards in support COVID-19 operations. In addition to regular reporting, data scientists prepare special analyses in support of COVID-19 policy making. These analyses include modeling to predict cases, hospitalizations, and deaths; algorithms to identify hospitalizations due to COVID illness (as distinct from COVID-positive hospitalizations without COVID illness); algorithms to estimate the optimal level of asymptomatic and symptomatic testing given community transmission; and analyses related to vaccine/booster hesitancy in support of State efforts to maximize vaccine uptake.

List job positions provided and technologies utilized to supplement services.

Job Positions:

Project Officer / Delivery Project Executive Sr. Public Health Advisor Lead Data Scientist Sr. Data Scientist Data Scientist Data Analyst Lead Data Engineer Sr. Data Engineer Data Engineer Call Center Operations Director Case Investigation-Contact Tracing Director Business Process Transformation-Mapping Lead QA-Training Lead Reporting Lead Inbound Call – Customer Service Reps Case Investigators – Customer Service Reps Contact Tracers – Customer Service Reps Customer Service Reps Supervisors Quality Assurance Reps Training Reps

Technologies: Salesforce; AWS; PowerBI; python; SAS