Attachment H - Contact Center and Service Deliverables RFP 758 27000000097.docx

Attachment H – Contact Center and Service Deliverables RFP 758 2700000097 – Contact Center as a Service (CCaaS) Contact Center and Service Deliverables This attachment lists the minimum contract deliverables for the Design, Development, and Implementation (DDI) phase and the Maintenance and Operations (M&O) phase. Deliverables align with the Project Management Institute’s (PMI) Project Management Body of Knowledge® (PMBOK), System Development Life Cycle (SDLC), and International Organization for Standardization (ISO)/International Electrotechnical Commission (IEC) 12207 and support required project governance. Final deliverables may be refined by mutual agreement no later than two (2) business days following the Project Kickoff Meeting.

Each DDI milestone will be set up as an individual contract commodity line item for payment upon Agency acceptance. System M&O and Contact Center Operations deliverables will be inclusive of the monthly M&O rate. See Attachment A – RFP 758 2700000097 Terms and Conditions, Section 3.5 for payment details.

The plans contained in the DDI deliverables make up the Project Management Plan. Each plan must be submitted to CHFS for review, comment, and approval before beginning the work outlined in the plan. The CHFS-assigned Project Manager for the project will be responsible for getting the necessary approvals.

DDI Milestone Deliverables Milestone 1: Planning (10% of DDI Cost) Due: 15 calendar days from Project Kickoff Meeting

1.1. Initial Project Assessment

1.2. Project Work Plan (with schedule, RACI, milestone timeline)

1.3. Deliverable Expectation Document (DED) template

1.4. Communications Management Plan

1.5. Risk and Issue Management Plan

1.6. Change Management Plan

1.7. Release Management Plan

1.8. Final SLA Part 1 – Performance Report Cards

1.9. Final SLA Part 2 – Service Level Credits

Milestone 2: Requirements and Design (10% of DDI Cost) Due: 45 calendar days following approval of all Milestone 1 deliverables

1.10. Requirements Analysis

1.11. Design Document and Requirements Traceability Matrix

1.12. Security Plan and Privacy Impact Assessment

1.13. System Capacity Plan

1.14. System Design, Configuration, Customization, and Configuration Management Plan

1.15. Draft System Operations and Maintenance Plan

1.16. Draft System Standard Operating Procedures

1.17. Draft Contact Center Operations Plan

1.18. All reports and deliverables required by approved Milestone 1 plans Milestone 3: Build/Configuration (10% of DDI Cost) Due: 45 calendar days following approval of all Milestone 2 deliverables

1.19. System Build and Configuration

1.20. System Data Dictionary and Reporting Access Enablement

1.21. All reports and deliverables required by approved plans from previous milestones Milestone 4: Testing (15% of DDI Cost) Due: 30 calendar days following approval of all Milestone 3 deliverables

1.22. Test Management Plan (with all phases: Unit, Integration, UAT, Load, etc.)

1.23. Integration and System Test Results

1.24. All reports and deliverables required by approved plans from previous milestones Milestone 5: Data Conversion (5% of DDI Cost) Due: 30 calendar days following approval of all Milestone 4 deliverables

1.25. Data Migration/Conversion and Test Results

1.26. All reports and deliverables required by approved plans from previous milestones Milestone 6: User Acceptance Testing (10% of DDI Cost) Due: 30 calendar days following approval of all Milestone 5 deliverables

1.27. User Acceptance Testing Results

1.28. Performance Test Results

1.29. All reports and deliverables required by approved plans from previous milestones Milestone 7: Training (10% of DDI Cost) Due: 15 calendar days following approval of all Milestone 6 deliverables

1.30. End-User Training Plan

1.31. Training Materials

1.32. System Operations Manual

1.33. End User Documentation, Version 1

1.34. All reports and deliverables required by approved plans from previous milestones Milestone 8: Implementation (20% of DDI Cost) Due: 30 calendar days following approval of all Milestone 7 deliverables

1.35. Implementation Plan

1.36. Turnover Plan

1.37. Disaster Recovery and Business Continuity Plan

1.38. Final Data Migration/Conversion Report

1.39. End User Documentation, Version 2

1.40. Final System Standard Operating Procedures

1.41. All reports and deliverables required by approved plans from previous milestones Milestone 9: Operations and Warranty (10% of DDI Cost) Due: 15 calendar days following approval of all Milestone 8 deliverables

1.42. Operational Readiness Report

1.43. Final System Operations and Maintenance Plan

1.44. Final Contact Center Operations Plan

1.45. Final Updated Design Document

1.46. All reports and deliverables required by approved plans from previous milestones System M&O Deliverables

1. System Support and Maintenance

2.1. Software Maintenance Logs

2.2. Patch and Upgrade Schedule

2.3. Backup and Recovery log with Audit Trail

2.4. Monthly System Health and Availability Reports

Operational Support

2.5. Help Desk Operation Manual

2.6. Incident & Problem Management Log (Agency format)

2.7. Annual Disaster Recovery Test Report

2.8. Escalation Procedures and Logs

Program Management

2.9. Updated Project Work Plan (as needed)

2.10. Change Control Log (Strategic Procurement Requests, Delivery Orders)

2.11. Version Control Audit Trail for Plans and Artifacts

Training (Ongoing)

2.12. Updated Master Training Plan

2.13. Annual Training Summary Report

2.14. Archive of Approved Training Materials (editable formats) Reporting

2.15. All reports and deliverables required by approved plans

2.16. Monthly Performance Report Card

Invoicing

2.17. Monthly Invoices

Contact Center Operations

1. Managed Services Deliverables

3.1. Weekly/Monthly Staffing Reports

3.2. Contact Resolution Quality Assurance Logs

3.3. Agent Performance Reports

3.4. Call Monitoring Evaluation Summary

1. Managed Staffing Deliverables

4.1. Staffing Roster and Roles by Program

4.2. Staff Replacement and Escalation Procedures

4.3. Cross-Training and Role Coverage Plan

4.4. Timesheets or Hours Worked Logs (if applicable)

1. Augmented Staffing Deliverables

5.1. Monthly Staffing Roster and by DO by Program by Role, showing FTE based on actual billable hours worked

Deliverable Provisions The following provisions apply to the deliverables requested in the table above. The Vendor understands and agrees that any perceived lack of detail in a specific area does not indicate that the Vendor has no duties in that area.

1. DDI Milestone Deliverables

1. Planning

1.1. Initial Project Assessment

Develop an Initial Project Assessment document that identifies the Vendor’s initial assessment of the project.

1.2. Project Work Plan

Develop a Project Work Plan that aligns with PMBOK/SDLC; includes schedule(s), tasks, milestones, deliverables (including Deliverable Expectation Documents (DED) Development timeline), dependencies, and resources required for project execution. Provide a Responsible, Accountable, Consulted, Informed (RACI) chart to depict the various RACI duties and relationships to CHFS.

During the execution of the project, regularly update the Project Work Plan at agreed-upon intervals, and report schedule variances to the Agency.

1.3. Deliverable Expectation Documents (DED) Template

Develop Deliverable Expectation Documents (DED) template that defines the scope, purpose, structure, acceptance criteria, and evaluation process for a specific project deliverable and is designed to maximize the ability for deliverables to serve as artifacts for required federal reviews.

The DED shall include, at a minimum:

Develop a PMBOK-aligned Communications Management Plan that defines communication channels, frequencies, and escalation procedures and identifies the standards for project communications, including weekly and monthly status reporting.

At a minimum, the plan must:

Develop a Risk and Issue Management Plan for data and processes that clearly identifies risks, mitigation plans, and tracking mechanisms. Tracking mechanisms should include, at a minimum:

Develop a Change Management Plan for documenting changes in project scope that complies with Attachment A - RFP Terms and Conditions, Section 3.1.6 Post-Implementation Change Order and defines how changes are submitted, evaluated, and approved. The plan should include the workflow for analyzing how changes affect previously finalized artifacts such as all plans, SLA, design artifacts, training materials, etc.

1.7. Release Management Plan

Develop a Release Management Plan that specifically establishes version control, release schedules, and rollback procedures. Update as appropriate throughout the life of the contract.

1.8. Final Service Level Agreement (Attachment I)

Requirement Analysis/Design

2.1. Requirement Analysis

Conduct a detailed Requirements Analysis to review, refine, identify gaps, seek approval for all preliminary requirements, and add requirements where gaps are identified. These requirements should be the basis for the Vendor to create usage scenarios and detailed process workflows.

At the conclusion of the Requirements Analysis, work with the CHFS team to prioritize requirements and, if necessary, identify necessary updates to the Vendor's Project Work Plan (schedule).

2.2. Design Document and Requirements Traceability Matrix

Develop a Design Document that captures the design of the system and the configuration changes required of Commercial Off-The-Shelf (COTS) products, if any, per the requirements defined in the RFP as well as any identified during the Requirements Analysis milestone stage. Design should include integration of COTS products with CHFS systems.

Describe the high-level architecture and design of the system, and the business processes that support the business operations of the system. At a minimum, include the following sections:

Develop a Security Plan that addresses the security requirements for the project(s), and the security controls required to maintain confidentiality and integrity of the system and its data. At a minimum, the Security Plan should include:

F. Alignment with NIST and CIS benchmarks.

G. Encryption standards and incident response protocols.

2.4. System Capacity Plan

Provide a System Capacity Plan that forecasts performance, scalability, and details the required infrastructure capacity required to operate the project. At minimum, the System Capacity Plan should include:

Develop and submit an Integrated Project Work Plan for System Design, Configuration, and Customization Phases for CHFS review, comment, and approval before beginning these phases. Include the collaborative design approach with functional and technical subject matter experts, procedures for submission and approval of each design component by CHFS partners, and the overall schedule for these phases. Update the Project Work Schedule to reflect the approved System Design Schedule and submit updates for CHFS approval.

Include durations for CHFS testing, validation, feedback, and vendor updates for each logical group of system components during the Configuration and Customization phases. Design and document all system interfaces required to meet functional and operational requirements. Ensure real-time interfaces where feasible or propose batch/near-real-time designs and Service Level Agreements (SLAs) for CHFS approval if real-time is not viable.

Maintain accurate and up-to-date documentation of all system components. Utilize CHFS approved documentation templates and required detail for each design component.

Develop a Configuration Management Plan that describes the administrative and technical procedures for controlling modifications and software releases throughout the project lifecycle. Ensure the plan addresses initial design, development, implementation, and configuration management of software. At a minimum, include:

During the implementation milestone stage of the project(s), provide a draft Operations and Maintenance Plan that provides details regarding the provisions of operations and maintenance services in the production environment. The plan should outline how operations, staffing, system operations, system changes, enhancements and modifications, general and routine maintenance, problem tracking and resolution, and help desk services are performed.

The draft will be reviewed and finalized in the Operations and Warranty phase.

2.7. Draft System Standard Operations Procedures

During the design stage of the project(s), develop System Standard Operating Procedures to clearly document the system.

Version 2 will be updated and finalized for Go-Live during Implementation

2.8. Draft Contact Center Operations Plan

During the design stage of the project(s), develop draft operations plan for contact center operations. The plan should include:

The draft will be reviewed and finalized in the Operations and Warranty phase.

2.9 All reports and deliverables required by approved Milestone 1 plans Build and Configure

3.1. Build and Configure

Build/configure the system to match the signed off design within the approved schedule.

3.2. Data Dictionary and Reporting Access Enablement

Provide a complete system data dictionary, including all database tables, fields, relationships, and business definitions.

Configure and provide read-only access to the database for designated Agency users.

Assist Agency users in understanding the data structures and accessing relevant data to develop custom reports, including user guidance or knowledge transfer sessions as appropriate.

3.3 All reports and deliverables required by approved plans from previous milestones Testing

4.1. Test Management Plan

Develop and submit a comprehensive Test Management Plan and Acceptance Test Plan for CHFS approval prior to completing the Requirements Definition Phase of Work. Use industry’s best practices to define the approach and methodology for all stages of testing, including Unit Testing, Systems Integration Testing, Performance/Stress Testing, User Acceptance Testing (UAT), and other required testing phases.

At a minimum, include the following in the plans:

1. Unit Testing

1. Integration Testing

1. Performance/Stress Testing

1. Data Conversion Testing

1. ADA Compliance Testing

1. User Acceptance Testing (UAT)

1. Disaster Recovery (DR) Testing

1. System Integration Testing (SIT)

1. Interface Testing

1. Regression Testing

1. Internal Security Testing

1. Load Testing

1. Usability Testing

1. Browser Testing

1. Functional Testing

1. Operational Readiness Testing (ORT)

1. Language Testing

1. Smoke Testing

1. Additional testing responsibilities as required Ensure the plans support workflow simulation to validate business performance and meet CHFS objectives. Submit all deliverables and updates according to CHFS review and approval timelines.

4.2. Integration/System Test Results

Upon completion of the software testing stage of the project(s), provide detailed results.

4.3. All reports and deliverables required by approved plans from previous milestones Data Conversion

5.1. Data Conversion

Upon completion of the Testing stage complete data conversion in accordance with the approved Data Conversion Plan.

5.2 All reports and deliverables required by approved plans from previous milestones User Acceptance Testing (UAT) Results

6.1. User Acceptance Testing (UAT) Results

Upon completion of the UAT stage of the project(s), provide detailed results of UAT and an overall assessment of the software tested.

6.2 Performance Test Results

Upon completion of the performance-testing stage of the project(s), provide detailed results of performance testing and an overall assessment of the software tested.

6.3 All reports and deliverables required by approved plans from previous milestones Training

7.1. End-User Training Plan

Provide a comprehensive Training Plan at the time specified in the Deliverables attachment. Submit the plan for CHFS approval and maintain, update, and refine it as needed throughout the project. Ensure the final Training Plan is mutually agreed upon by the Vendor and CHFS.

The Training Plan should:

Ensure the plan supports the development and delivery of accessible, effective training, and documentation that aligns with CHFS requirements.

7.2. Training Materials

Provide comprehensive training materials that describe the system functionality for end users and how to use the system. Training materials must include role-based modules, quick reference guides, simulations, and system-navigation exercises. CHFS must be given the right to modify, reproduce, and distribute training materials. All training materials must be updated prior to Go-Live and again at 90 days post Go-Live.

Training materials must meet Web Content Accessibility Guidelines (WCAG) 2.1 AA accessibility standards, including captions for videos and screen-reader compatible documentation.

7.3. System Operations Manual

During the training milestone stage of the project(s), provide a System Operations Manual that documents the system operating and maintenance procedures. The procedures help define and provide an understanding of system operations and performance. The manual should address all facets of the technical operation of the system, including but not limited to architecture diagrams, support procedures, escalation tiers, and maintenance workflows The System Operations Manual must be drafted during configuration, updated during integration and testing, and finalized before Operational Readiness Review.

7.4. End User Documentation Version 1

Prepare user manuals and procedure manuals for their respective business areas. The user manual provides software user instruction on how to perform the work activities assigned to their job.

The structure and format of the documents should have prior approval by the Agency and have a consistent appearance across all system components and modules that make up the solution. The first draft of user documentation should occur during the configuration phase for use during the testing phase. Appropriate updates should occur during the implementation phases to include changes and corrections to procedures or processes that were identified during testing. As the manuals near or are in a final version, they should be used as the basis for user acceptance testing and for training before the start of operations, unless otherwise specified by Agency.

The Vendor is responsible for the production and distribution of all user documentation updates in a timely manner. Version 1 of the user manual should be developed during the Configuration phase.

Version 2 will be updated and finalized for Go-Live during Implementation.

A documentation traceability log demonstrating updates between versions must be provided. All documentation must undergo at least one formal CHFS review cycle that includes subject matter expert (SME) feedback.

7.5 All reports and deliverables required by approved plans from previous milestones Implementation

8.1 Implementation Plan

During the implementation milestone stage of the project(s), provide an Implementation Plan that documents the required functions, process, operational procedures, staffing, and all other associated support required for system go-live. The Implementation Plan should also include the approach and process for transitioning the project to another Vendor, and clearly distinguish vendor vs. CHFS responsibilities at each stage. At a minimum, the Implementation Plan should include:

E. Cutover checklist F. Rollback Strategy G. Communication Plan H. Hypercare Support Model

8.2 Turnover Plan

This plan implements Attachment K § C.2 (Transition / Turnover / Closure).

Develop and maintain a Turnover Plan that meets the following requirements and ensures compliance with Attachment K – CHFS Terms and Conditions, Section 2, Transition/Turnover/Closure. ensure an orderly, complete, and accurate transition of services, records, and responsibilities to CHFS or its designee without interruption of critical services or additional cost to CHFS.

Begin standard transition activities no later than nine (9) months prior to the contract end date, unless otherwise directed by CHFS. Ensure the turnover is low-risk, transparent to end users, and does not result in additional system downtime beyond normally scheduled maintenance windows or incur additional costs to CHFS.

The Turnover Plan must:

A. Reference and incorporate the obligations and timelines set forth in Attachment K – CHFS Terms and Conditions, Section C.2, Transition/Turnover/Closure, including but not limited to required notice, transition documentation, record transfer, and assistance obligations.

B. Transfer all system-level processes, configurations, and parameters to CHFS or the successor entity in CHFS-approved formats.

C. Transfer all site and customer data, including associated system, process, and operational documentation required for continued support.

D. Transfer all necessary licensure and credentials required for uninterrupted operation.

E. Sanitize all physical hardware, configuration data, and monitoring records and provide documentation confirming sanitization in accordance with CHFS requirements.

F. Provide technical and operational assistance throughout the transition period as outlined in Section 2 to ensure a smooth handoff and to resolve any post-turnover questions or issues.

G. Include a detailed project plan for turnover activities that clearly defines timelines, dependencies, and the roles and responsibilities of Contractor and CHFS personnel.

H. Include a detailed knowledge-transfer section that, at a minimum, specifies:

1. Number of days/hours of knowledge-transfer sessions;

2. Successor staff access and joint working sessions; and

3. Detailed walk-throughs of configurations, environments, and code repositories.

I. Identify any additional considerations or recommendations supporting a secure, low-risk transition in alignment with Attachment K – CHFS Terms and Conditions, Section C.2 requirements.

Review the Turnover Plan annually. Make updates as necessary and submit to CHFS for approval. Ensure updates reflect any operational, procedural, or technology changes that could affect turnover activities.

8.3 Disaster Recovery (DR) and Business Continuity Plan (BCP) During the implementation milestone stage of the project(s):

This deliverable includes execution of the Data Conversion Plan and the testing performed to validate that data conversion programs are working correctly. The Vendor is responsible for any data cleanup activities and should address any exceptions (data not successfully converted) resulting from the data conversion to the satisfaction of the Agency.

8.5. End User Documentation Version 2

Please refer to Task 7.4 for details.

8.6. Final System Standard Operations Procedures

Please refer to Task 2.5 for details.

8.7 All reports and deliverables required by approved plans from previous milestones Operations and Warranty

9.1 Operational Readiness Report

During the operational readiness milestone stage of the project(s), provide an assessment of the readiness of project operations. The results should be summarized and include:

G. Defect Status H. Disaster Recovery Validation Results I. Support Staffing Readiness

9.2 Final System Operations and Maintenance Plan

During the implementation milestone stage of the project(s), provide a draft Operations and Maintenance Plan that provides details regarding the provisions of operations and maintenance services in the production environment. The plan should outline how operations, staffing, system operations, system changes, enhancements and modifications, general and routine maintenance, problem tracking and resolution, and help desk services are performed.

9.3 Final Updated Design Document

During the operations and warranty milestone stage of the project(s), provide final updated design documents that encompasses revisions following the testing and implementation milestone stages.

9.4 All reports and deliverables required by approved plans from previous milestones

System M&O Deliverables

1. System Support and Maintenance

1.1 Software Maintenance Logs

Deliver all system maintenance logs monthly, including patch levels, installation dates, issues encountered, and resolution steps. All updates must comply with CHFS security policies and IT Standards.

1.2 Patch and Upgrade Schedule

Submit and maintain a rolling 12-month patch and upgrade roadmap including planned software version changes, associated downtime, and testing protocols. Emergency patches must be communicated within 1 business day of identification.

1.3 Backup and Recovery Plan with audit trail

Document full, incremental, and differential backup schedules, off-site storage validation, and restoration testing results. Submit a quarterly audit log detailing backup completion, storage integrity, and any failures/remediation actions.

1.4 Monthly System Health and Availability Reports

Include uptime metrics, latency benchmarks, error logs summary, capacity utilization, and alerts raised. Reports must document compliance with the 99.5% availability SLA.

Operational Support

2.1 Help Desk Operation Manual

Include hours of coverage, escalation matrix, ticketing system procedures, resolution SLAs, contact methods, and feedback collection processes.

2.2 Incident & Problem Management Log (Agency format)

All incidents and problems shall be logged using a mutually agreed format. Each record must contain timestamps, categories, root cause, corrective actions, and follow-up verification status. Logs shall be reviewed during monthly service reviews.

2.3 Annual Disaster Recovery Test Report

Test shall simulate real-world scenarios with Agency participation. Report must include test scenario, outcome, deviations from expected performance, recovery time actuals, and any corrective actions.

2.4 Escalation Procedures and Logs

Maintain a log of all escalations (internal and Agency-initiated) with time of initiation, triggering event, communication trail, and resolution details.

Program Management

3.1 Updated Project Work Plan (as needed)

Plan must reflect post-Go-Live activities, system tuning, maintenance cycles, and any in-progress enhancements. Update cadence must be monthly or as mutually agreed.

3.2 Change Control Log (Strategic Procurement Requests, Delivery Orders) All changes to system configuration, integrations, workflows, and features must be logged with date, approval status, impact analysis, and associated deliverable/version impact.

3.3 Version Control Audit Trail for Plans and Artifacts

Maintains full history of edits to operational documents, user manuals, technical artifacts, and SOPs. Each entry must include author, date, nature of change, and reason for update.

Training (Ongoing)

4.1 Updated Master Training Plan

Maintain and submit an Updated Master Training Plan annually, or more frequently upon CHFS request, that reflects changes to the system, operations, staffing, or user roles.

CHFS must receive and approve the updated plan no later than 45 calendar days prior to the anniversary of system Go-Live each contract year, unless an alternate schedule is agreed to in writing.

4.2 Annual Training Summary Report

Provide an Annual Training Summary Report within 30 calendar days of the end of each contract year. The report shall summarize all training activities conducted during the reporting period and include:

· Number of training sessions delivered by type (ILT, virtual, self-paced).

· Attendance and completion rates for each session or course.

· Role-based training coverage (e.g., agents, leads, technical users).

· Participant evaluation results and post-training feedback.

· Identification of training gaps or recurring knowledge issues.

· Any remedial or retraining efforts undertaken, including outcomes.

· Changes made to training materials based on feedback or CHFS direction.

· Recommendations for future training improvements.

This report may be used by CHFS to assess training quality, identify staffing support needs, and track compliance with SLA-based performance expectations.

4.3 Archive of Approved Training Materials (editable formats) The Vendor shall maintain an archive of all CHFS-approved training materials in editable and printable formats for the duration of the contract. At a minimum, this archive shall include:

· Slide decks, manuals, quick reference guides, job aids, and FAQs.

· Simulations, video tutorials, assessments, and feedback forms.

· Version control metadata indicating date of last update, author, and rationale for revision.

All training materials must:

· Be accessible in compliance with Section 508 and WCAG 2.1 AA standards.

· Use plain language and consistent formatting.

· Be made available to CHFS within a secure shared repository or delivery method approved by CHFS.

· Be updated within 15 business days following any system change that affects the accuracy of the material.

Materials shall be made available upon request for federal review, internal audits, or re-use by CHFS teams.

Reporting

5.1 All reports and deliverables required by approved plans from previous milestones These reports shall:

· Follow the reporting schedule, format, and distribution list established in the approved CMP.

· Include, at minimum, status reports, project milestone progress updates, risk and issue logs, change request tracking, SLA performance summaries, and configuration status reports.

· Be submitted via the method(s) designated by CHFS (e.g., email, project portal, dashboard).

· Clearly identify the reporting period, the responsible Vendor contact, and any action items or escalations for CHFS review.

Any report required by approved plans shall be considered a contractual deliverable subject to performance evaluation.

5.2 Monthly Performance Report Card required by SLA and included in invoice submittal Invoicing

6.1 Monthly Invoices

Submit a Monthly Invoice for services rendered, in accordance with Attachment A - RFP Terms and Conditions, Section 3.5 Payment Requirements and Service Level Agreements.

Contact Center Operations

1. Managed Services Deliverables

1.1 Weekly/Monthly Staffing Reports

Provide summary of filled vs. vacant roles, turnover, and average handle time per role. Include analysis of how fluctuations may have impacted SLAs.

1.2 Contact Resolution Quality Assurance Logs

Submit logs of sampled contacts evaluated for resolution quality, protocol adherence, and customer satisfaction. At minimum, 5% of contacts must be reviewed.

1.3 Agent Performance Reports

Include metrics such as average speed to answer, first call resolution, adherence to schedule, and QA scoring.

1.4 Call Monitoring Evaluation Summary

Deliver a quarterly roll-up of call evaluation results across all programs. Include trends, coaching interventions, and improvement plans.

1. Managed Staffing Deliverables

2.1 Staffing Roster and Roles by Program

Provide a monthly roster showing role, program assignment, and FTE status. Note any onboarding, cross-training, or vacancies.

2.2 Staff Replacement and Escalation Procedures Maintenance and Execution Maintain, execute, and update Staff Replacement and Escalation Procedures to ensure uninterrupted service delivery in response to staff unavailability, turnover, or performance concerns.

· Provide CHFS with updated contact lists, escalation paths, and replacement timelines quarterly or upon any change.

· Document and report all replacements and escalations, including reason, duration, resolution, and final staffing disposition.

· Notify CHFS within one (1) business day when escalations are activated or replacements are initiated.

2.3 Cross-Training and Role Coverage Plan Maintenance and Execution Maintain and execute a comprehensive Cross-Training and Role Coverage Plan to ensure business continuity during planned and unplanned staff absences, workload fluctuations, or transitions.

· Update cross-training plans annually or whenever roles, systems, or responsibilities materially change.

· Track cross-training activities by individual and role, including completion dates and refresher requirements.

· Submit to CHFS an updated Cross-Training and Role Coverage Plan each year and upon request, including role matrices and coverage ratios.

· Ensure that all critical functions within each contact center have at least one fully cross-trained backup at all times.

2.4 Timesheets or Hours Worked Logs

Must be submitted monthly and verified by team leads.

1. Augmented Staffing Deliverables

3.1 Monthly Staffing Roster

Submit monthly Staffing Roster clearly showing FTE based on actual billable hours worked per Delivery Order (DO), by program and staff role. Format must align with invoicing detail requirements. Reports must be submitted to the Division of Procurement and Grant Oversight via CHFS.Oversight@ky.gov with a copy to the CHFS Project Manager.