26_-_Draft_DCC_CCP_Enablement_Guide.docx

DIGITAL & CUSTOMER CARE PLATFORM & SERVICES

DCC Customer Care Platform (CCP) Enablement Guide

CUSTOMER CARE PLATFORM & SERVICES

JUNE 6, 2019 | VERSION 1.2 |

TABLE OF CONTENTS

Introduction Digital and Customer Care Platform Goals

The Digital and Customer Care Platforms, a component of FSA’s Next Gen effort, will create an improved, world-class customer experience for FSA's millions of customers while creating a more agile, flexible model that will streamline FSA's existing operations. As part of the Next Gen FSA effort, a new Digital and Customer Care (DCC) solution will deliver a consolidated digital platform. That platform will serve as FSA’s digital “front door” for customers, digitally enabling all key customer tasks.

DCC will also deliver an enterprise-wide Customer Care Platform (CCP). The CCP includes a contact center backbone, command center, CRM, workflow management, quality tools, training and knowledge management, reporting and forecasting. The CCP will be built out to the needs of our customers, and all FSA contact center operations will be onboarded onto the new platform.

To deliver this new customer care platform, FSA requires support from current website and contact center vendors.

DCC CCP Enablement guide Purpose

This guide will describe the contact center tools and telephony backbone that will be implemented across FSA’s contact centers and provide a common understanding of the base requirements for vendor support and integration.

This guide is designed to communicate the base requirements for onboarding to the DCC contact center tools. Requirements provided in this guide do not supersede existing agreements between the vendor and FSA. If a vendor identifies an apparent conflict between a current agreement or existing guidance from FSA and what is contained in this guide, it must raise that concern with FSA.

This guide will be periodically updated to reflect changes as legacy contact centers are brought onto the CCP.

Contact center platform tools Tools and Platforms The matrix below provides a list of the DCC contact center tools that will be deployed to contact center vendors.

Desktop minimum requirements The following are the minimum system requirements for agent and supervisor desktops for on the floor and training support to be provided by the vendor.

The vendor is responsible for maintaining desktop and network infrastructure patching and virus protection as prescribed in existing agreements with FSA.

equivalent or higher

Keyboard Mouse

Software

Software

Internet Explorer 11.2551 Chrome Version 69.0.3497.92 (Official Build) (64-bit) Optional Per Request:

Firefox 62.0 (32-bit)

Applications installed by DCC The following applications and system updates are installed as components of the DCC contact center tools.

Data center integration In order to securely connect to the DCC contact center tools and telephony backbone, the vendor will need to conduct the following data center integration activities to set up a dedicated Contact Center or HUB MPLS network:

· The vendor will procure network hardware required to support termination of government provided MPLS circuits.

· The vendor will work with FSA to determine hardware sizing based on call volumes per contact center. (Call volume per contact center or HUB)

· The vendor will procure two (2) Public IP Subnets per contact center adequate to support desired number of desktops and softphone\hard phones at each location.

· The vendor will provide routing, firewall rules, and security of VOIP and data traffic on the vendor MPLS router.

· The vendor is responsible for all cross connect cabling from the carrier demarcation within the HUB/Contact Center to the external interface of the vendor MPLS and throughout the vendor WAN\LAN.

· The vendor is responsible for the LAN and WAN cabling and connectivity within and between the Vendor HUB and/or Vendor Contact Center(s)

· The vendor must provide internet bandwidth via their Internet Services Provider (ISP) for defined subnets to support NextGen cloud applications. i.e. Salesforce (Refer to Table 1.X Desktop Applications)

· The vendor will configure MPLS Router(s) as Active\Active or Active\Cold Standby based on FSA decision of the number of data circuits per Data Hub or Contact Center.

· The vendor will segregate subnets from the rest of vendors IP network and routable to DCC Data centers VIA the Contact Center MPLS See Appendix A for Next Gen MPLS connectivity options.

Mobilization and Operational readiness Organizational Points of Contact In order to support the transition strategy and software development lifecycle, the vendor will need to provide their contact center’s organizational structure and points of contacts for these areas:

· Overall Business POC

· Site Training POC

· Technical POC for local technology support

· Workforce Management POC

· Quality Management POC

· Intra-day Operations POC

FSA and the DCC Command Center would also be interested in other points of contact outside of this list that a vendor thinks would be helpful in transitioning to the DCC contact center tools.

Transition Strategy and Integration The vendor will support transition strategy and integration development activities with FSA and the DCC Command Center in the following areas:

· Work with FSA and DCC Command Center to forecast volumes and capacity needs and to order/install telecommunications lines.

· Work with FSA and the DCC Command Center to plan existing toll-free number and telephony infrastructure transition strategy

· Work with FSA and the DCC Command Center to plan decommissioning strategy for existing CRM toolsets, including parallel run-time required to close any legacy cases in-flux

· Work with FSA and the DCC Command Center to plan decommissioning strategies for existing Workforce Management, Quality, Training processes/tools

· Provide list of all existing system integrations to CRM, Workforce Management, Quality Management, IVR, Training, and Reporting tools to FSA and the DCC Command Center

· Work with FSA and the DCC Command Center to confirm agent-skilling requirements for case and call routing

· Provide list of all supported contact channels to FSA and the DCC Command Center

· Provide a list of back-office workflow processes to FSA and the DCC Command Center

· Work with FSA and the DCC Command Center to design functionality for IVR, CRM and Workflow, Quality, Forecasting, Training, Knowledge Management, and Reporting

· Participate in:

· Kickoff and planning meetings

· Requirements and Design sessions for IVR, CRM and Workflow, Quality, Forecasting, Training, Knowledge Management, and Reporting.

· Circuit and data line testing

· Usability testing

· End to End Site Readiness

· Service Rehearsal Testing

If required documentation has been provided to FSA recently and was complete and still reflects up-to-date information, the vendor can reference the change request (CR) or other communication it was provided under.

Security and AuthorizAtion to OPERATE (ATO) Updates The vendor will need to work with FSA to determine the assessment activities required to obtain a security authorization for connecting into the DCC backbone. The vendor is at a minimum responsible for the following:

· Contractor supplied router that connects to the FSA supplied line which connects into the DCC MPLS cloud.

· Implementing and maintaining the desktop and network infrastructure for their contact centers following FSA security standards and policies

· Maintaining physical security of data and contact center software and hardware following FSA security standards and policies

· Following FSA required clearance procedures for all staff supporting FSA and contact center’s services

· Any additional items specifically called out in the vendors system boundary that is not immediately supported by DCC such as imaging, scanning, and printing functions.

Training The vendor will work with FSA and the DCC Command Center to support the training of all DCC Command Center Tools and processes.

· Training will follow a Train the Trainer model. The DCC Command Center will train contact center trainers who will train the remaining staff

· Provide rooms for knowledge and training

· Provide phone headsets and workstations in training room

· Provide ability to display presentations in training room

· Support the installation and configuration of DCC applications on training workstations per DCC specifications

· Support agent training. Duration of training will be determined by scope of operations.

ONboarding The Vendor will work with FSA and the DCC Command Center to plan for onboarding activities ahead of go-live. The vendor will:

· Provide support for:

· Implementation and configuration of tools on agent desktops

· Support development of agent and volume ramp plan on the new toolsets

· Support daily launch checkpoints before and after go-live – schedule to be jointly determined

· Support go-live monitoring schedule

· Provide support for agent onboarding and user access management in DCC tools

· Modify internal processes to consume data provided from DCC applications ongoing Operations Onboarding of DCC contact center tools will enable vendors to utilize DCC toolsets to support ongoing contact center operations in the following ways:

· Use forecasts provided by the DCC Command center and provide feedback on forecast efficacy.

· Use the DCC Workforce Management tool (NICE WFM) for workforce scheduling

· Support quality monitoring processes using DCC tools (Nice Engage for customer interactions)

· Use DCC provided quality scorecards

· Conduct quality monitoring on some percentage of interactions as specified by FSA

· The DCC Command center will perform 3rd party quality monitoring on some percentage of interactions

· FSA will perform quality monitoring on interactions.

· Participate in calibration process.

· Use DCC reporting tools to monitor call metrics and manage to SLAs

· Use DCC training tools to support training processes

· Use DCC CRM and Softphone to handle calls and cases

· Use DCC CRM for centralized knowledge management

· Support the train the trainer model in an ongoing capacity as new training is provided by FSA and the DCC Command Center

· Provide ongoing support for agent onboarding, new hire training, and user access management in DCC tools

· Provide ongoing coordination with the DCC command center

· Monitor line utilization and availability

· Participate in capacity reviews with FSA

· Maintain and provide internet bandwidth via their Internet Services Provider (ISP) for defined subnets to support DCC cloud applications. i.e. Salesforce

· Support co-manage MPLS circuit(s) by managing the vendor MPLS router(s) external interface(s).

· Maintain MPLS Router(s) and vendor Data & Contact Center infrastructure according to standard Security, Hardware, and Software vendor recommendations and FSA Authority to operate (ATO) agreement.

· Aid in troubleshooting any outages impacting MPLS connectivity in conjunction with FSA, AFS, and MPLS Carrier technology tea

· Adhere to FSA incident management plan

APPENDIX A: Next Gen MPLS CONNECTIVITY OPTIONS

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