Exhibit 1.3 - Service Management Manual.docx
DOCX document 64 KB Posted
- Attached to
- DIGITAL GOVERNMENT SERVICES
- Solicitation number
- 5400021069
- Issued by
- South Carolina
About this file
This is an exhibit to a Request for Proposal issued by the State of South Carolina State Fiscal Accountability Authority (SFAA) for Digital Government Services, specifically defining the Service Management Manual (SMM) requirements that the service provider must develop and maintain throughout the contract term. The SMM serves as the governance document detailing how the service provider will perform contracted services, including policies, processes, procedures, and work instructions across multiple operational domains. The service provider must deliver initial SMM components within 14 to 60 days after the effective date, with the final version due on a date specified in Exhibit 3.1 (Service Level Matrix). The document specifies that OTIS (Office of Technology and Information Services under the South Carolina Department of Administration) will review and approve all SMM submissions, with the authority to reject and require revisions within 30 days. The SMM must address comprehensive service delivery areas including governance, marketplace procedures, service management procedures, business management procedures, contract management, and service provider operational procedures for SC.gov services and payment services. The service provider must maintain the SMM electronically on the Digital Government Services Portal (DGS Portal) and update it regularly to reflect operational changes and compliance with OTIS standards, rules, and strategic plans.
The SMM must include detailed descriptions of equipment, materials, applications, systems, operational manuals, disaster recovery and business continuity plans, quality assurance controls, compliance methodologies for privacy and security laws, and billing structure processes. Critical management areas covered include incident management, problem management, information security management, access management, change management, asset inventory and configuration management, IT service continuity management, project management, operational intelligence, service level management, IT financial management including service level credits and earnback calculations, customer relationship management, and multiple satisfaction survey processes. The service provider is responsible for providing training to OTIS and customer personnel as required and conducting formal annual reviews of SMM sections on a quarterly schedule. OTIS maintains the right to withhold approval of any SMM submission or proposed modifications, and the contract provisions take precedence over SMM provisions in the event of conflicts unless the parties expressly agree otherwise in writing within the SMM.
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State of South Carolina State Fiscal Accountability Authority (SFAA)
Request for Proposal Exhibit 1.3 Service Management Manual
RFP Solicitation No. 5400021069
Exhibit 1.3 (Service Management Manual)
RFP# xx Page i of xvi Table of Contents
| 1 | INTRODUCTION | 1 |
| 2 | REQUIREMENTS | 1 |
| 3 | DELIVERY AND CONTENTS | 1 |
| 4 | COMPLIANCE | 2 |
| 5 | MAINTENANCE, MODIFICATION, AND UPDATING | 3 |
| 6 | TRAINING | 3 |
| 7 | ANNUAL REVIEW | 3 |
| 8 | GENERAL CONTENT AND ORGANIZATION | 3 |
| 8.1 | Service Provider-led Service Management Manual Content | 3 |
Exhibit 1.3 (Service Management Manual)
RFP Solicitation No. 5400021069 Page i of i
RFP Solicitation No. 5400021069 Page 1 of 10
INTRODUCTION
This document describes the general content and organization of the Service Management Manual (or the “SMM”) that will be developed to support governance of Service Provider Services. It is intended that the broad structure of the SMM is established in this Exhibit 1.3 (Service Management Manual (SMM)), further refined, and documented by the Service Provider and approved by South Carolina Department of Administration’s Office of Technology and Information Services (OTIS).
The SMM is intended to be maintained and updated on a regular basis. The Service Provider will be required to develop and maintain the SMM to be applied in the performance of the Services by Service Provider as required in Exhibit 3.3 (Critical Deliverables) and Exhibit 3.1 (Service Level Matrix).
REQUIREMENTS
The Service Provider should provide a recommended detailed structure and content management system and document and maintain the SMM within the Digital Government Services Portal (DGS Portal).
DELIVERY AND CONTENTS
1. The Service Provider will deliver to OTIS portions and versions of the SMM for OTIS’s review and comment on the dates provided in this Exhibit and Exhibit 3.1 (Service Level Matrix). OTIS will review the SMM drafts and provide the Service Provider with comments.
2. The Service Provider will incorporate OTIS’s comments and revisions into the SMM and will deliver subsequent versions thereof on or before the dates set forth in this Exhibit and Exhibit 3.1 (Service Level Matrix) for OTIS’s review and comment in accordance with this Section.
3. The Service Provider will document appropriate policies, processes, and procedures for inclusion in the SMM to provide effective Service interfaces between Service Provider and Customers.
4. The Service Provider will deliver a final version of the SMM to OTIS on or before the date set forth in Exhibit 3.1 (Service Level Matrix) for OTIS’s final approval, which OTIS may withhold in its sole discretion.
a. In the event of a rejection, the Service Provider will submit to OTIS a revised SMM within thirty (30) days of OTIS’s rejection, addressing each of the points raised by OTIS in its rejection.
b. The Service Provider will continue making subsequent revisions of the SMM until approved by OTIS.
5. The Service Provider will include in the SMM, at a minimum:
a. a detailed description of the way each of the Services will be performed by the Service Provider, including:
i. the Equipment, Materials, Applications and Systems to be procured, operated, supported or used;
ii. documentation (including operations manuals, user guides, specifications, policies, processes, procedures, and disaster recovery/business continuity plans) to be created and/or maintained by Service Provider while performing the Services;
iii. the specific activities to be undertaken by Service Provider in connection with each Service, including, where appropriate, the direction, supervision, monitoring, staffing, reporting, planning, and oversight activities to be performed by Service Provider;
iv. the checkpoint reviews, testing, acceptance, controls, and other procedures to be implemented and used to assure service quality;
v. the OTIS -approved processes, methodologies, and controls to be implemented and used by Service Provider to comply and confirm compliance with OTIS Rules and OTIS Standards;
vi. the processes, methodologies, and controls to be implemented and used by OTIS, Customers, and the Service Provider to identify OTIS Data that Customers are legally prohibited from disclosing, including any confidentiality requirements specific to any Customer;
vii. the processes, methodologies and controls to be implemented and used by Service Provider to comply and confirm compliance with applicable Laws (including applicable Privacy Laws relating to the privacy and security of OTIS Data); and
viii. the processes, methodologies, and controls to be implemented and used by Service Provider to implement OTIS -approved billing structure changes.
b. the policies, processes and procedures for OTIS, Customer, and Service Provider interaction and communication, including:
i. Application development, testing and implementation methodologies;
ii. Application Operations and Maintenance policies and processes and procedures;
iii. Non-Technical Operations policies, processes and procedures;
iv. Quality Assurance procedures and checkpoint reviews; and
v. Acceptance testing and procedures;
vi. Interfaces between and among the Service Provider, OTIS, and Customers.
COMPLIANCE
The Service Provider will perform the Services in accordance with the OTIS’s and Customers' then-current policies and procedures until the SMM is finalized and agreed upon by the Parties. Thereafter, the Service Provider will perform the Services in accordance with the terms of the Contract including the SMM. In the event of a conflict between the provisions of the Contract and the SMM, the provisions of the Contract will control unless the Parties expressly agree otherwise and such agreement is set forth in the relevant portion of the SMM.
MAINTENANCE, MODIFICATION, AND UPDATING
1. The Service Provider will support the maintenance of the SMM so as to be accessible electronically to OTIS, Customers, and Authorized Users via the DGS Portal or such other electronic means as approved by OTIS, and in any case in a manner consistent with OTIS’s security policies.
2. OTIS will have the right, but not the obligation, to distribute hard copies of the SMM to Authorized Users.
3. The Service Provider will promptly and timely modify and update the SMM to reflect changes in the operations or procedures described therein and to comply with OTIS Standards, OTIS Rules, the Annual Technology Plan and Roadmap and strategic plans.
4. The Service Provider will provide the proposed changes in the SMM for OTIS’s prior review, comment, and approval, which OTIS may withhold in its sole discretion.
TRAINING
The Service Provider will provide training to OTIS and Customer personnel as required by OTIS.
ANNUAL REVIEW
The Service Provider will perform a formal annual review of each section of the SMM on a mutually agreed-upon review schedule (e.g., agreed sections per quarter). Reviews are coordinated by the Service Provider, agreed by OTIS, and scheduled at quarterly intervals.
GENERAL CONTENT AND ORGANIZATION
Table 1: Service Provider-led Service Management Manual Content below provides the general organization and content of the SMM. Although not intended to replicate the Contract, the SMM should provide comprehensive documentation of the procedures that the Service Provider will follow to implement and manage the Contract and the overall relationship. Specific references to detailed text or requirements in the Contract may be incorporated within the SMM.
Please reference Exhibit 3.1 (Service Level Matrix) for additional information on the requirements for delivery.
Service Provider-led Service Management Manual Content Table 1: Service Provider developed Service Management Manual Content (all days are calendar days unless otherwise noted)
| Content |
| Due Date |
| Description |
Governance
| Contacts Lists |
| 14 days after Effective Date |
| Key personnel for the Service Provider. Includes a list of contacts that are key users of the Services and/or perform a liaison function regarding the Services (by OTIS and Customer, by location). Includes contact information for key Authorized Users. |
| Organizational Charts |
| 14 days after Effective Date |
| Include Service Provider organization charts, description of functions performed, contact information. |
| Key Personnel and Subcontractors |
| 14 days after Effective Date |
| The Service Provider will describe procedures for OTIS approval regarding replacement or removal of Service Provider Key Personnel and major Service Provider Subcontractors. |
| Standards and Configurations |
| 30 days prior to Commencement Date |
| Document Service Provider’s standards and configurations for Services. |
| Contracts – Living Version |
| 30 days prior to Commencement Date |
| Provide, to OTIS, and maintain current, amended versions of all Service Provider services contracts on the Portal. |
| Service Responsibilities Matrices |
| 60 days after Commencement Date |
| The Responsibility Assignment Matrix (RACI) Charts illustrating the correlating levels of responsibilities for the various teams required to support the Service Provider’s services. |
| Operational Reports Inventory |
| 30 days prior to Commencement Date |
| Current list of Service Provider operational reports. |
| Record Retention |
| 30 days prior to Commencement Date |
| Defines the record retention process for handling documents that the Service Provider is obligated to maintain for this Contract. |
Transition Activities and Responsibilities
| Overall Management and Reporting Process |
| 14 days after Effective Date |
| A description of Service Provider management structure, reporting, and review process associated with Transition Services. |
| Interim Relationship Management Process |
| 14 days after Effective Date |
| The process and responsibility for communication and coordination with OTIS, Customers, Service Provider employees, etc. |
| Human Resource Transition |
| 14 days after Effective Date |
| The procedures and responsibilities regarding finalization of HR-transition activities. |
Marketplace Procedures
DGS Portal
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| Describes the Operational Procedures that support Service Provider’s Digital Government Services Portal (DGS Portal). Includes processes and procedures necessary to inform OTIS and Customers on the use of the tool. |
Service Catalog Management
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| A system with information about Services the Customers or OTIS may order, change, submit an incident, request, or change, or submit a project request to obtain or enhance. The Service Catalog is the only part of the Service portfolio published to Customers and is used to support the request and delivery of select Services. The Service Catalog may include information about Service, deliverables, approval process, cost, contact points, ordering and request processes. |
DGS Service Desk and Citizen Help Desk
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| The facilities, associated technologies, and fully trained staff who respond to Calls, coordinate all Incident Management, Problem Management and Request Management activities, and act as a single point of contact for Authorized Users and Citizen Users regarding the Services. |
Outreach and Growth
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| Customer outreach campaigns are required to drive the growth of Digital Government Services (DGS) across all Customer segments (e.g., state agencies, local government, higher education). Service Provider shall perform a lead role in analyzing new Customer, New Service, and New Service Component opportunities, and coordinating outreach and implementation of DGS across current and potential Customers. Service Provider will also perform Outreach and Growth activities to expand services for existing Customers. As new Customer or service opportunities arise, track the opportunity through the outreach process and lead solution design, cost estimation, timeline and implementation processes. |
Service Management Procedures
Incident Management
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| The use of people, processes, and technology with the primary goal to restore normal Service operations as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best achievable levels of service quality and availability are maintained. |
Includes Major Incident Management.
Problem Management
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| The process, software, techniques, and procedures that aid in identification, tracking, communication, and resolution of Problems arising with Services provided to Customers, and resolving those Problems arising from or related to the Services. The goal of Problem Management is to minimize the adverse impact of Incidents and Problems on the Services that are caused by errors within the Services, and to prevent recurrence of Incidents related to these errors. To achieve this goal, Problem Management seeks to get to the root cause of Incidents and then initiate actions to improve or correct the situation. |
Information Security Management
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| The process that ensures the confidentiality, integrity and Availability of the Services, information, and data. As required may include handling of paper, building access, phone calls etc., for the entire Service Provider organization. Includes security operations management procedures. |
Access Management
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| Access Management is focused on the platform, process and operations to enable Authorized Users to request access to and use the Services. |
Request Management and Fulfillment
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| The process responsible for managing the lifecycle of all Service Requests. |
Change Management
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| The processes relating to planning and performing all changes in environment pertaining to the Services, including changes to individual components and coordination of changes across all components. The Change Management processes will support and include checkpoints to determine any potential or required Change Control Procedures and includes a process of controlling changes to the infrastructure, applications or any aspect of Services, in a controlled manner, enabling approved changes with minimum disruption. |
Asset Inventory and Management
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| Leverage automated asset inventory discovery and Data Quality Management (DQM) reconciliation capabilities and processes to capture, manage, and maintain assets for all Services. |
Configuration Management
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| The process of identifying and defining CIs in a system, recording, and reporting the status of CIs, relationships to other CIs, and verifying the completeness and correctness of the CIs. |
IT Service Continuity Management (ITSCM)
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| The process responsible for managing risks that could seriously impact availability of the Services. ITSCM ensures that the Service Provider can always provide minimum agreed Service Levels, by reducing the risk to an acceptable level and Planning for the recovery of IT Services. |
Project Management and Support
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| Project Management and Support will align projects to Customer requirements and deliver projects from request through end-to-end solutioning including OTIS solution/project review, approval, project execution, and deployment to meet the project timing, quality, and cost objectives. |
Business Management Procedures
Operational Intelligence
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| Procedures and activities regarding key standard Reports and requests for ad hoc reports from OTIS and Customers. |
Service Level Management (SLM)
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| The process responsible for monitoring SLAs and ensuring that these are met. SLM is responsible for ensuring that all IT Service Management Processes, OAs, and Underpinning Contracts are appropriate for the agreed Service Level targets. SLM monitors and reports on Service Levels, facilitates Service Delivery Failure actions with the appropriate Governance Committee and holds regular Customer reviews. |
IT Financial Management (ITFM)
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| Procedures for providing sufficient data and detail to support the DGS Business Model, OTIS and Customers state and federal funding accounting, grant, and audit requirements. |
ITFM – Service Level Credits and Earnback
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| Procedures for calculating Service Level Credits on invoices and Earnback calculations. |
ITFM – DGS Revenue
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| Procedures for collecting, tracking, reporting and managing the different types of DGS revenue. |
Deliverables Management
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| Defines the process delivering and obtaining feedback, approval, or remediation for Service Provider-provided tangible item or outcome that OTIS reviews and approves at a specified date/frequency during the term of the contract. |
Customer Relationship Management (CRM)
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 60 days after Commencement Date |
| Procedures and responsibilities regarding the relationship between the Service Provider and Customers. |
Content should include procedures regarding communication and coordination regarding work requests, projects, Service delivery issues, program communications, and escalations.
Satisfaction – Customer Satisfaction Surveys
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 3 months after Commencement Date |
| Process to be used for conducting customer satisfaction surveys. |
Content should include procedures regarding action items and attempts to resolve customer issues.
Satisfaction – Monthly Customer Scorecard
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| Process to be used for conducting customer scorecard surveys. |
Content should include procedures regarding action items and attempts to resolve customer issues.
Satisfaction – DGS Service Desk Satisfaction Surveys
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 3 months after Commencement Date |
| Process to be used for surveying Customer’s rating pertaining to the level of service they received upon contacting the DGS Service Desk. |
Satisfaction – Citizen Satisfaction Surveys
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 3 months after Commencement Date |
| Process to be used for surveying Citizen’s rating pertaining to the level of service they received upon contacting the Citizen Help Desk. |
SC.gov Application Surveys
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior Commencement Date |
| Process to be used for conducting SC.gov Service Application surveys. |
Content should include procedures regarding action items and attempts to resolve issues.
Strategy Management
1. Policies
2. Processes
3. Procedures
| 30 days prior to Commencement Date |
| Strategy Management links the Service demand with the supporting strategies and services along with service enhancement initiatives including a long-term strategy roadmap with timelines and high-level costs, and shorter-term technology plans which guide the annual improvement and budgeting process. |
New Customer Integration
1. Policies
2. Processes
3. Procedures
| 30 days prior to Commencement Date |
| Provides the scope, guidelines, and key project activities for the implementation of Services for a new Customer. |
Contract Management Procedures
| Contract Deliverables Management |
| 14 days after Effective Date |
| Describes the process for the Service Provider to produce, develop, track, revise, review, and submit Deliverables to OTIS and Customers. |
Service Provider Operational Procedures
SC.gov Services
1. Policies
2. Processes
3. Procedures
| 30 days prior to Commencement Date |
| Document SP processes and procedures necessary to deliver Services included in the respective Statements of Work. |
SC.gov: Payment Services
1. Policies
2. Processes
3. Procedures
| 30 days prior to Commencement Date |
| Document SP processes and procedures necessary to deliver Services included in the respective Statements of Work. |
RFP Solicitation No. 5400021069 Page 1 of 10
File details come from the government source that posted it. Updated .