Exhibit 1 SOW Att 1.1 Service Level_Deliverable Matrix_Final.xlsx
XLSX spreadsheet 91 KB Posted
- Attached to
- Managed Network Services (MNS)
- Solicitation number
- DIR-CPO-STS-609
- Issued by
- Travis County, Austin City, Texas
About this file
This is a Service Level and Deliverable Matrix attachment for the Texas Department of Information Resources' Managed Network Services (MNS) contract (RFO DIR-CPO-STS-609). The document establishes performance standards and deliverable requirements for network services provided under the Shared Technology Services Program. The matrix defines eleven Critical Service Levels across categories including SR infrastructure service availability (99.99% minimum), customer infrastructure services availability (99.90% minimum), incident resolution time for severity 1-4 incidents (98.00% minimum), root cause analysis delivery (98.00% minimum), patch compliance (98.00% minimum), network vulnerability management (99.00% minimum), and solution proposal delivery and implementation (both 97.00% minimum). Additionally, three Key Service Levels are specified for invoice dispute resolution (97.00%), data quality (98.00%), and chronic incidents recurrence rate. Service Provider obligations commence at month zero following the Commencement Date for all specified service levels.
The contract establishes a performance credit structure tied to service level defaults, with an at-risk percentage of 10% and a pool of 250% available for allocation across Critical Service Levels. Service level credits range from 1.00% to 4.00% of the service level invoice amount for each Critical Service Level miss, with different share types designated as either Unshared (U) or Recurring (R). The document references Attachment 1.2 (Service Level Definitions) for detailed qualitative descriptions, calculation methodologies, and acceptance criteria for all deliverables, including one-time and recurring critical deliverables. Performance will be calculated using specified algorithms, with results below the Minimum Service Level target reported in accordance with Section 6.3 of the Scope of Work.
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Title Page
| Texas Department of Information Resources |
| Shared Technology Services Program |
| Managed Network Services (MNS) |
| Attachment 1.1 (Service Level and Deliverable Matrix) |
DIR-CPO-STS-609
&"Segoe UI,Regular"&11Managed Network Services (MNS) &"Segoe UI,Regular"&11RFO DIR-CPO-STS-609
&"Segoe UI,Regular"&F &"Segoe UI,Regular"&A &"Segoe UI,Regular"&P of &N
Contract Change Log
| Contract Change Log | |||
| CCR No. | Amendment No. | Date | Description of Changes |
&"Segoe UI,Regular"&11Managed Network Services (MNS) &"Segoe UI,Regular"&11RFO DIR-CPO-STS-609
&"Segoe UI,Regular"Service Level and Deliverable Matrix &"Segoe UI,Regular"&A &"Segoe UI,Regular"&P of &N
Introduction
INTRODUCTION
This Attachment 1.1 Service Level & Deliverable Matrix sets forth the following:
| 1. For Critical Service Levels: Attachment 1.2 (Service Level Definitions): |
| - the numeric measurements for Service Levels; |
| - the timing regarding the commencement of obligations for each Critical Service Level |
| - a cross-reference to Attachment 1.2 (Service Level Definitions) where the qualitative description of the Critical Service Level can be found |
| 2. For Key Service Levels: Attachment 1.2 (Service Level Definitions): |
| - the numeric measurements for Service Levels; |
| - a cross-reference to Attachment 1.2 (Service Level Definitions) where the qualitative description of the Key Service Levels can be found |
| 3. For One Time Critical Deliverables: |
| - the timing regarding the commencement of obligations for each One Time Deliverable |
| - the name, source document and description of the activiteis that comprise the Deliverable |
| - the description of the Acceptance Crtiera that will indiciate Acceptance and completion of the Deliverable |
| - the reference as to whether or not the Deliverable is Critical and/or Payment Deliverable as set forth in MSA, Attachment 1 (Definitions) |
| - the due date for the Deliverable |
| 4. For Recurring Critical Deliverables: |
| - the timing regarding the commencement of obligations for each One Time Deliverable |
| - the name, source document and description of the activiteis that comprise the Deliverable |
| - the description of the Acceptance Crtiera that will indiciate Acceptance and completion of the Deliverable |
| - the reference as to whether or not the Deliverable is Critical and/or Payment Deliverable as set forth in MSA, Attachment 1 (Definitions) |
| - the due date for the Deliverable |
&"Segoe UI,Regular"&11Managed Network Services (MNS) &"Segoe UI,Regular"&11RFO DIR-CPO-STS-609
&"Segoe UI,Regular"Service Level and Deliverable Matrix &"Segoe UI,Regular"&A &"Segoe UI,Regular"&P of &N
1. Critical Service Levels Critical Service Level Matrix - Managed Network Services
| At Risk Percentage | 10% | ||||||
| Pool Percentage available for allocation | 250% | ||||||
| Attachment 1.2 Section Reference | Service Level Categories | Comm | |||||
| + mos(1) | Minimum Service Level (MSL)(2) (3) | Service Level Credit Percentage(5) | Service Level Credit Percentage of Service Level Invoice Amount for each Critical Service Level miss | Share Type | Enterprise | ||
| 1.1 | SR infrastructure- Service Availability | 0 | 99.99% | 40% | 4.00% | U | |
| 1.2 | Customer Infrastructure Services Availability | 0 | 99.90% | 40% | 4.00% | U | |
| 1.3 | All Services - Incident Resolution Time-Sev 1 - 4 | 0 | 98.00% | 25% | 2.50% | R | |
| 1.5 | Root Cause Analysis (RCA) Delivery | 0 | 98.00% | 10% | 1.00% | R | |
| 1.6 | RCA Corrective Action Implementation | 0 | 98.00% | 20% | 2.00% | R | |
| 1.7 | Change Management Effectiveness | 0 | 98.00% | 20% | 2.00% | R | |
| 1.8 | SR infrastructure - Patch Compliance | 0 | 98.00% | 35% | 3.50% | R | |
| 1.9 | SR infrastructure - Network Vulnerability Management | 0 | 99.00% | 30% | 3.00% | R | |
| 1.10 | Solution Proposal Delivery | 0 | 97.00% | 15% | 1.50% | U | |
| 1.11 | Solution Implementation | 0 | 97.00% | 15% | 1.50% | U | |
| Notes: | 250.00% | ||||||
| (1) Number of Months after Commencement Date when the Service Provider is responsible for Service Level performance and Service Level Credits due for Service Level Default | |||||||
| (2) MSL will have the same meaning as Minimum Service Level. | |||||||
| (3) The SLA result will initially be calculated based upon the algorithm specified in Attachment 1.2 (Service Level Definitions). If the result is less than the Minimum Service Level target, then the performance for this Service Level shall be reported as set forth in Section 6.3 of Exhibit 1 (SOW). |
&"Segoe UI,Regular"&11Managed Network Services (MNS) &"Segoe UI,Regular"&11RFO DIR-CPO-STS-609
&"Segoe UI,Regular"Service Level and Deliverable Matrix &"Segoe UI,Regular"&A &"Segoe UI,Regular"&P of &N
2. Key Service Levels
Key Service Level Matrix - Managed Network Services
| Attachment 1.2 | ||
| Section Reference | Service Level Categories | Comm |
+ mos(1) Minimum Service Level (SL) (2) (3)
| 2.1 | Invoice Dispute Resolution | 0 | 97.00% |
| 2.2 | Data Quality | 0 | 98.00% |
| 2.3 | Chronic Incidents: Recurrence Rate | 0 | <1.00% |
| 2.4 | Network Services - SR infrastructure - Vulnerability Resolution | 0 | 98% |
| 2.5 | Service Request Fulfillment | 0 | 96% |
| 2.6 | Network Dispatch | 0 | 96% |
| Notes: |
| (1) Number of Months after Commencement Date when the Service Provider is responsible for Service Level performance. |
| (2) MSL will have the same meaning as Minimum Service Level. |
| (3) The SLA result will initially be calculated based upon the algorithm specified in Attachment 1.2 (Service Level Definitions). If the result is less than the Minimum Service Level target, then the performance for this Service Level shall be reported as set forth in Section 6.3 of Exhibit 1 (SOW). |
&"Segoe UI,Regular"&11Managed Network Services (MNS) &"Segoe UI,Regular"&11RFO DIR-CPO-STS-609
&"Segoe UI,Regular"Service Level and Deliverable Matrix &"Segoe UI,Regular"&A &"Segoe UI,Regular"&P of &N
3. One-Time Del One Time Critical Deliverables - Managed Network Services
| Reference ID | One Time Critical Deliverable Title | Description | Minimum Acceptance Criteria | |
| (Specific, Measurable, Timebounded Outcomes) | Critical Deliverable | Payment Deliverable (to be finalized during negotiations) | Final Due | |
| Date | Deliverable Credit | Frequency |
Credit
| Applies | Proposed # of Deliverable reviews | |||
| 1.1 | Transition Project Plan | The document will include the SR's transition tasks and activities necessary to successfully migrate all applicable Services from the current Contract. | The Transition Project Plan must include a detailed task/activity level for the planned Transition period, inclusive of activities, deliverables, and dependencies. |
The Transition Project Plan deliverable must include documentation of required 2 reviews conducted with DIR prior to final submission.
The Detailed Transition Project Plan must also include at a minimum the following:
1. Project Quality Measures and Management Plan
2. Risk Register for risk and issue tracking
3. Stakeholder goals and expectations
4. Project staffing plan
5. Completed Transition Milestone Document capturing transition milestone objectives, Acceptance Criteria, dates, dependencies, owners, and review teams. Written agreement with each dependent SCP and MSI confirming dependencies and alignment with transition plan (names confirmed in MSI Owners and Other SCP Owners columns).
| 6. Plan and associated timelines for developing Integrations, interfaces and other system integrations to support automated reporting, data feeds, etc., into the MSI and DIR CUstomer tools, including any know interdependencies or resource requirements for MSI, DIR, or other SCPs | Yes | Yes | Twenty (20) days after Effective Date | $5,000 | Daily | 2 |
| 1.2 | Operational Readiness Assessment | The SR will provide documentation to support its readiness to operate and maintain the functionality deployed and recommend strategies to ensure DIR, DIR customers, and STS SCPs are prepared to support any new system functionality | - Confirmation of integration with MSI and other SCPs as required |
- Documentation of required 4 reviews conducted with DIR prior to final submission.
- Confirmation of alignment with MSI processes/procedures in the SMMs and identification of any critical gaps in documentation or processes
- Updated Key Personnel contact information and staff employment status
- Documented operational processes/procedures needed to deliver Services and status of publication on the MSI portal
- Status of Software license
- Status of hardware
- Billing process including detail for invoices
- Status of operating agreements between the Successful Respondent and the MSI and Service Component Providers (SCPs)
| - Provide current updated version of the operational readiness checklist, which must include but is not limited to topic, status, owner, risks, dependencies, date opened, date closed/completed, and associated risk mitigation plans. MSI items created in KT Transition to Steady State (MSI) must be included in the tracker. | Yes | Yes | Thirty (30) Days prior to Commencement | $5,000 | Daily | 4 |
| 1.3.1 | Service Management Manual (SMM) Phase I | The SR will document appropriate policies, processes, and procedures for inclusion in the SMM. | Publication of a .doc document that details the processes support the SMM requirements: |
- Roles and responsibilities
- Inputs and outputs
- Tool in place with Service Management SMMs loaded
- Published UAT results confirm SMM is performing as expected, in accordance with the SMM requirements, and contains the expected content Documentation of required 2 reviews conducted with DIR prior to final submission
Acknowledgement of alignment with established Phase II SMM sections and/or Publication of required new Phase II SMM sections as defined in Attachment 1.4 SMM Content and Organization
• SMM content aligned with SMM Phase II contents and structure
• Processes reflect the requirements of the Agreement
• Detailed descriptions of policies, processes, and procedures are documented in the manual
• Roles and responsibilities are defined for MSI, SCPs, DIR, and/or DIR Customers as appropriate
• Dependencies and relationships are documented
• Risks associated with procedures are identified and mitigation strategies documented for each risk
| • The policies and procedures are consistent with the proposed project approach | Yes | Yes | Twenty-Five (25) days after Effective Date | $500 | Daily | 1 |
| 1.3.2 | Service Management Manual (SMM) Phase II | The SR will document appropriate policies, processes, and procedures for inclusion in the SMM. | Publication of a .doc document that details the processes support the SMM requirements: |
- Roles and responsibilities
- Inputs and outputs
- Tool in place with Service Management SMMs loaded
- Published UAT results confirm SMM is performing as expected, in accordance with the SMM requirements, and contains the expected content Documentation of required 2 reviews conducted with DIR prior to final submission
Publication of required Phase II SMM sections as defined in Attachment 1.3 SMM Content and Organization
• SMM content aligned with SMM Phase II contents and structure
• Processes reflect the requirements of the Agreement
• Detailed descriptions of policies, processes, and procedures are documented in the manual
• Roles and responsibilities are defined for MSI, SCPs, DIR, and/or DIR Customers as appropriate
• Dependencies and relationships are documented
• Risks associated with procedures are identified and mitigation strategies documented for each risk
| • The policies and procedures are consistent with the proposed project approach | Yes | Yes | Ten (10) Days prior to Commencement | $500 | Daily | 2 |
| 1.3.3 | Service Management Manual (SMM) Phase III | The SR will document appropriate policies, processes, and procedures for inclusion in the SMM. | Publication of a .doc document with: |
- the summary of the Phase III scope
- the hyperlinks to SMM artifacts in the SMM repository
- the screenshots from SMM repository on how to navigate and to find the SMM artifacts
Documentation of required 2 reviews conducted with DIR prior to final submission.
Acknowledgement of alignment with established Phase III SMM sections and/or Publication of required new Phase III SMM sections as defined in Attachment 1.4 SMM Content and Organization
• SMM content aligned with SMM Phase III contents and structure
• Processes reflect the requirements of the Agreement
• Detailed descriptions of policies, processes, and procedures are documented in the manual.
• Roles and responsibilities are defined for MSI and DIR, SCP, and/or DIR Customers as appropriate.
• Dependencies and relationships are documented.
• Risks associated with procedures are identified and mitigation strategies documented for each risk.
| • The policies and procedures are consistent with the proposed project approach | Yes | Yes | Sixty (60) days after Commencement | $500 | Daily | 2 | ||||
| 1.4 | Transition Milestones Completion | All milestones from the Transition project plan are accepted in writing by DIR. | The Successful Respondent shall execute the agreed upon Project Plan. The submission of this deliverable is confirmation by the parties that all interim and major milestones, due to be completed according to the established and agreed upon monthly baseline schedule, are both submitted by SCP and accepted by DIR in writing in accordance with Acceptance Criteria defined in the Transition Milestone document following the transition governance framework and process. | Yes | Yes | Twenty (20) days after Commencement | $5,000 | Daily | N/A | |
| 1.5 | New Customer Integration Plan | The SR will provide documentation to support its readiness to onboard new customers to its Services. | Successful Respondent shall provide a detailed plan that documents how new Customers will be integrated into the Services. Such plan should include account takeover requirements, tooling and connectivity options, security, as well as how new Customers are trained, how Successful Respondent will perform knowledge transfer, how transition of services from Customer to Successful Respondent will be managed, and Successful Respondent's capacity to onboard new customers. Plan should include Successful Respondent’s ongoing approach to market services to potential new customers throughout the life of the contract. | Yes | No | Thirty (30) days prior to Commencement | $5,000 | Daily | 2 | |
| 1.6 | Outreach and Growth Plan | The SR will provide documentation to support its approach and plan to promote its Services to customers and expand its customer base. | Successful Respondent shall provide to DIR, for DIR’s review and approval the Successful Respondent’s plan for promoting communications and outreach to Customer and growth of the services over time. The plan shall indicate how the Services are branded and communicated, how stakeholder needs will be assessed, what outreach efforts will be deployed to help meet those needs, what efforts will be employed to ensure growth of services over time, and how satisfaction with MNS Services will be measured and improved. | Yes | No | Thirty (30) days prior to Commencement | $5,000 | Daily | 2 | |
| 1.7 | Disaster Recovery Plan | The SR will document disaster recovery processes for the Services. | Detailed Disaster Recovery Plan, including detailed Technical Recovery Guides for use in recovering services as defined in Exhibit 1, Section 2.6 Disaster Recovery |
- Update Disaster Recovery Plans to reflect SR changes where appropriate to maintain a viable Disaster Recovery Plan for SR Services upon Commencement
| - Documentation of required 1 review conducted with DIR prior to final submission | Yes | Yes | Sixty (60) days after Commencement | $5,000 | Daily | 1 |
| 1.8 | Tooling Implementation Complete - Operationally Ready | The SR will document tooling concepts, design, build and test documentation that demonstrates tooling implementation has been completed | Document confirming Tools infrastructure deployment completed and describes the following: |
- Detailed tooling listing and updated Tooling Integration template
- Updating of Design documentation as necessary for alignment to any changes determined post design and informed by implementation
- All remaining test defects assigned to MNS resolved or DIR approved business workaround
DIR written acceptance of Tooling Approach, Design, Build and Testing with 2 demonstrated reviews. Yes Yes Sixty (60) days prior to Commencement $5,000 Daily 2
&"Segoe UI,Regular"&11Managed Network Services (MNS) &"Segoe UI,Regular"&11RFO DIR-CPO-STS-609
&"Segoe UI,Regular"Service Level and Deliverable Matrix &"Segoe UI,Regular"&A &"Segoe UI,Regular"&P of &N
4. Recurring Del
Recurring Critical Deliverables -Managed Network Services
| Reference ID | Recurring Deliverable Title | Description | Minimum Acceptance Criteria | |
| (Specific, Measurable, Timebounded Outcomes) | Deliverable Type | Critical Deliverable | Payment Deliverable to (be finalized during negotiations) | Final Due |
| Date | Deliverable Credit | Frequency |
Credit Applies Annual Service Component Technology Plan and Roadmap The Successful Respondent shall support the owning SCP in the creation of a Technology Plan and Roadmap for each Shared Technology Service. The plan shall also include details of proposed orchestration and automation for the upcoming year including things such as operations use cases, NOC Monitoring, Tool Refresh for services offered. The Technology Plan shall include details regarding how the proposed plan will benefit DIR Customers based on their current needs, as well as details of expected adoption of the plans. The Technology Plan will be the basis for generation of technology roadmaps which will include schedules, dependencies, and requirements for introduction of new technology changes as well as acquisition, support, and retirement of software and hardware. The Technology Plan will describe the solutions, outcomes, benefits (i.e. Financial, Operational), and schedules for achieving Technology Evolution goals for DIR Shared Services and Services.
The Successful Respondent shall manage ongoing updates to the Technology Plan as the Technology Roadmap to include proposed updates to reference technical architecture and software currency designations. The Roadmap will identify specific, short-term steps and schedules for projects or changes with estimated timing for DIR and DIR Customers.
The Successful Respondent shall develop and implement a Technology Plan that is consistent with DIR’s strategic planning and shows how the Successful Respondent will provide the Services to enable DIR and DIR Customers to achieve technology evolution, efficiencies, productivity improvements, cost savings, modernization, and enhanced security, etc. Publication and agreement on the Annual Technology Plan and Roadmap as captured in a .docx document and ServiceNow that includes:
- Output from the Annual Technology Summit
- Schedules, dependencies, and requirements for introduction of new technology changes and any associated security best practices into the DIR Shared Services environment including the acquisition, support, and retirement of software and hardware. These plans include Enterprise views which highlight solutions and benefits to DIR Customers
- Specification of the solutions, outcomes, benefits (i.e. Financial, Operational) and schedules for achieving Technology Evolution goals for DIR Shared Services.
- Detailed listing of automation opportunities proposed for deployment in the upcoming year with timings
- Prior year automation results demonstrating the effectiveness of the deployed automation opportunities
- Recommendations and adjustments to plan from prior year learnings
- Detailed listing of automation opportunities proposed for deployment in the upcoming year with timings
- Prior year automation results demonstrating the effectiveness of the deployed automation opportunities
| - Recommendations and adjustments to plan from prior year learnings | Child Deliverable | Yes | N/A | July 15th annually | $500 | Daily |
| Annual Technology Refresh Plan | The Successful Respondent, through the MSI, shall deliver annually on January 15th or at such time as mutually agreed to by DIR and Successful Respondent, a Refresh Plan that addresses Refresh for all Equipment and Software for which a Refresh cycle is provided in Attachment 2 Financial Responsibility Matrix for the Successful Respondent. |
As a part of the Refresh plan, the Successful Respondent shall provide a recommendation to upgrade Software to supported levels and to Refresh Equipment in accordance with the Technology Plan and Technology Roadmap.
Following the initial Refresh plan, the Successful Respondent shall include, in subsequent Refresh Plans, a report describing the Refresh status of all Equipment and Software included in the Refresh plan. Provide the MSI with the Successful Respondent's Annual Refresh Plan in the required format, to be included in the complete Annual Refresh Plan deliverable submission to DIR.
Publication and agreement on the Annual Refresh Plan captured in a .docx document and ServiceNow that includes:
- Refresh forecast eligibility, dependencies, and recommendations for refreshing technology (hardware and software) in the MNS environment for the upcoming year. These plans include views at the enterprise and DIR Customer levels.
- Preliminary business-level assessment of the solutions, plans, cost estimates, and schedules for achieving Refresh goals (including software to n/n-1 levels) for Services.
| - A report identifying all refresh performed in the prior calendar year | Child Deliverable | Yes | N/A | January 15th annually | $500 | Daily |
| Quarterly Refresh Plans | For any DIR Customer Managed Services that have been delivered, the Successful Respondent will deliver quarterly updated Refresh Plans and refresh completion reports as deliverables demonstrating SCP progress toward attaining refresh goals identified in the plan. | Publication and agreement on the Quarterly Refresh Plan and Refresh completion reports captured in a .docx document and ServiceNow that includes: |
- Refresh forecast eligibility, dependencies, and recommendations for refreshing technology (hardware and software) in the MNS environment for the upcoming year. These plans include views at the enterprise and DIR Customer levels.
- Preliminary business-level assessment of the solutions, plans, cost estimates, and schedules for achieving Technology Refresh goals (including software to n/n-1 levels) for Services.
| - A report identifying all refresh performed in the prior calendar year | Child Deliverable | No | N/A | Quarterly | N/A | N/A |
| Annual Security Plan | The Successful Respondent, through the MSI, shall deliver a Security Plan in accordance with the Statement of Work including the requirement to recommend improvements or enhancements for the security of DIR information and systems to stay current with the threat landscape. Plan shall include System Security Plans for the Successful Respondent's Systems and area of Services. | |||||
| Working with the MSI, develop the Annual Security Plan for DIR Customers. |
Publication and agreement on the Annual Security Plan as described in Exhibit 1 Section 4.10.2 and captured in a .docx document and tracked via a ServiceNow Project PPM that includes:
- Draft schedules, dependencies, and recommendations that address security improvements, including new services, for the DIR MNS environment for the upcoming year including Consolidated Data Center and other facilities as applicable, software and equipment deployment specifically for data and online security, annual security assessment findings, and other standard security concepts.
- Business-level specification of the solutions, plans, cost estimates, and schedules for achieving Security goals for MNS Services.
- Summary of performance vs. preceding Year Security Plan.
- Summary of results from previous years security monitoring and measuring
- Identify and recommend any changes in Security Scope, Policy, Roles, Responsibilities, Activities, or systems and tools.
| - Recommendations for investments and initiatives to improve the overall Security Program. | Child Deliverable | ||||
| Yes | N/A | Oct 1 annually | $500 | Daily | |
| Monthly Vulnerability and Remediation Report | If any DIR Customer Vulnerability Scanning Services have been delivered, the Successful Respondent, shall deliver a monthly Vulnerability and Remediation Report in accordance with the Statement of Work. The report should include all vulnerabilities in the MNS supported environment. The Successful Respondent shall provide to DIR all vulnerability information, scan results, risk assessments, threat intelligence, etc., that identify potential security vulnerabilities or risks in DIR Customer's environments where the services are provided. The Successful Respondent shall evaluate vulnerabilities and recommend mitigation strategies for DIR Customers. Any Customer findings from these activities shall be timely parsed out Customer by Customer and communicated to the individual Customer cybersecurity teams so as to enable a plan to implement. | Provide via a monthly meeting to DIR,and the DIR Customer, the Monthly Vulnerability and Remediation Report in the required format that includes: |
- List of DIR Customers where vulnerability scans have been completed -List of Vulnerabilities by DIR Customers -List of Systems with exceptions due to hardware currency -List of deferrals and escalations
- A status update of closed, open and overdue identified vulnerabilities and risk mitigation actions, to include exception handling
- Provide data trends each month and evaluate trend direction with suggested risk mitigation strategies -. Track and gather data from the MSI system to be included in the Annual Risk Letter and provide updates to the SecOps provider
- List of False Positives and determination with DIR Customer - Recommending improvements to the vulnerability posture of the DIR Customer
- Proof that on amonthly basis, a review of all users assigned access to MNS systems was performed and access confirmed
- A forward-looking schedule for the planned Security vulnerability scanning, threat hunts, assessments and analysis.
| The reporting format will be mutually agreed by DIR and the Successful Respondent | Parent | Yes | N/A | Last day of each month | $500 | Daily |
| Service Management Manual Currency - Quarterly Report | The Successful Respondent will comply with the MSI's established annual schedule for reviewing and updating the SMM. The Successful Respondent shall support the MSI in providing a quarterly report of the review findings which demonstrates the currency and accuracy of the SMM sections reviewed in that quarter. At the beginning of each calendar year, MSI will provide a schedule for the year that outlines the sections of the Service Management Manual that will be reviewed in each quarter. The MSI's schedule may be modified throughout the year per mutual agreement with DIR. The Successful Respondent shall provide content and updates according to the MSI's timeline to ensure SMM validity and currency. | Publication of the SMM review plan for the upcoming four quarters and report on the findings and updates made in the most recent quarter, including: |
- SMM review plan, agreed by DIR, by topics (e.g., sections, processes or functional area) with timeline and participants. Plan is to include a listing of all documents or content included in the review (e.g., policies, processes, procedures, work instructions, templates).
| - Report of the review findings and updates made over the previous quarter. | Child Deliverable | Yes | N/A | Quarterly | $500 | Daily |
| Customer Experience Plan - Agency | Successful Respondent shall oversee and program manage Customer experience opportunities from generation of initial tickets assigned to the resolver team through implementation as part of the Customer Experience Plan in the following scenarios: |
a. One (1) months after the results of the annual Customer Satisfaction Surveys are available, the Successful Respondent and SCPs shall provide an improvement plan to measure the applicable improvement of the Services identified in the Customer Satisfaction Surveys improvement plan tickets as requiring improvement.
b. As Successful Respondent and SCPs identifies opportunities throughout the term working with Customers, DIR, and the MSI.
The Successful Respondent shall work with MSI, DIR Customer experience office, and other SCPs as appropriate to create, track and program manage improvements for each Service requiring improvement. The Customer Experience Plan shall be approved by DIR and reported against by the MSI monthly or such other time as required by DIR. Provide the MSI with the Successful Respondent's portion of the Annual Customer Experience Plan in the required format, to be included in the complete Annual Customer Experience Plan deliverable submission to DIR.
Publication of the Customer Satisfaction improvement plan, including:
- List of DIR Customer experience plan tickets by resolver team that have been created for the Successful Respondent and each SCP to address the recommendations.
- Action plans addressing issues identified in each of the MSI generated RITMs across all Services and survey groups;
- Definitions of the issue being addressed, targeted improvement, timeline, owners, and implementation plan solution approaches;
- Previously agreed Successful Respondent SCP actions and activities;
- Plans should be approved by DIR;
- Previous plan to have been reported against by the MSI monthly or such other time as required by DIR; and
- Submission and execution of SCP identified opportunities in working with DIR Customers.
| - Status of the prior years Customer Experience Plan identified opportunities including: timeliness in accordance with the Customer Experience Plan deliverable, SLA achievements, and where items were off target how the Successful Respondent worked with the resolver team to bring delivery back on track. | Child Deliverable | Yes | N/A | June 1st annually | $500 | Daily |
| DIR Customer Outreach Plan | The Successful Respondent shall provide a detailed Customer Outreach Plan that documents how the Successful Respondent will outreach to potential DIR Customers with information about DIR’s Service Offerings. The Plan shall identify potential DIR Customers by Shared Service and a strategy for communicating service options. The Plan shall also include a strategy for communicating new Services to existing DIR Customers. The Plan shall include the proposed materials the Successful Respondent will use to communicate the various Services. | Publish .docx document that describes how the Respondent will achieve the Annual Customer Outreach and Implementation Plan deliverable including: |
- Output from the Annual Outreach and Growth forum.
- Campaign management and planning (annual campaign for upcoming fiscal year)
- Lead capture and opportunity management (agreed roles, processes and procedures)
- New customer solution management (agreed roles, processes and procedures)
- Product development (annual collateral plan for upcoming fiscal year)
| - Approach to improve and accelerate new customer onboarding. | Child Deliverable | Yes | N/A | January 15th annually | $500 | Daily |
| Fully Managed Network Services Disaster Recovery Test Plan and Schedule | If any DIR Customer Fully Managed Services have been delivered, the SCP shall develop and provide a consolidated disaster recovery test plan and schedule in accordance with the approach outlined in the Statement of Work. The disaster recovery test plan and schedule shall be updated annually thereafter. The Successful Respondent is responsible for scheduling, and performing disaster recovery exercises and providing any needed information for the disaster recovery test plan and schedule. | Publish .doc/.xls document(s) that describes the Annual Disaster Recovery Test Plan and Schedule including: |
- New schedule developed for the upcoming year inclusive of RTO/RPO for each system/application
- Identifies major changes in requirements and new applications since the previous year's test
- Report contains the list of eligible Fully Managed Services per customer not scheduled for testing
- After approval, publish DR test plan and schedule
- A narrative evaluation of the previous years' testing against the DR program objectives to determine areas of risk, indicating any DR program or process changes to be incorporated in the next years' test plan schedule
| -Provide attestation of any Fully Managed Service SaaS products that the services has been tested by the SaaS provider. | Child Deliverable | Yes | N/A | June 1st annually | $500 | Daily |
| Financial Forecast | Semi-annual forecast of Successful Respondent and SCP Charges and usage trends by Service (aligned with the State’s fiscal year). The forecast must be inclusive of all Successful Respondent and SCP volumes and Charges, including Projects, New Services, and forecasted DIR Customer volume and Charge changes required to support their budgeting process. The forecast must include all known and expected changes captured as part of the Technology Plan and Capacity Management processes. | |||||
| Provide the MSI with the Successful Respondent's portion of the Financial Forecast in the required format, to be included in the complete Financial Foreast deliverable submission to DIR. |
Submit .xlxs document with:
data, methodology, charges and volume views, rate data and calculations
Inclusive of information gained from Refresh Plan, Triage, Consolidation, Technology Plan, Capacity Planning, New/Special Projects, Transition Charges, HSC, SSC, New Services, and Co-Location Services.
Child Deliverable Yes N/A Even-numbered years on February 1st and October 1st.
| Odd-numbered years on April 1st and October 1st. | $500 | Daily | ||
| Quarterly Service Component Tech Plan and Roadmap | If any DIR Customer Services have been delivered, the Successful Respondent will deliver quarterly updated Tech Plans and Roadmap reports as deliverables demonstrating SCP progress toward attaining goals identified in the plan as well as variances from standards. | Publication and agreement on the Quarterly Technology Plan and Roadmap as captured in a .docx document and ServiceNow that includes: |
- Output from the Annual Technology Summit
- Schedules, dependencies, and requirements for introduction of new technology changes into the DCS environment including the acquisition, support, and retirement of software and hardware. These plans include views at the enterprise and DIR Customer levels.
| - Specification of the solutions, plans, cost estimates and schedules for achieving Technology Evolution goals for DCS | Child Deliverable | No | N/A | Quarterly | N/A | N/A | ||||
| Shared Technology Services Annual Review | If any DIR Customer Services have been delivered, complete an Annual Review for the MNS Shared Services in October of each calendar year. The Annual Review will report on performance, cost, and quality metrics as described in the DIR SMM and mutually agreed upon over the past year | The Annual Review shall contain the information and documentation to be provided to the MSI that addrss the following: (i) Customer Consumption trends (which services are increading or decreasing and why);(ii) Cybersecurity posture and improvements implemented; (iii) cost savings initiatives implemented in the past year; (iv) service evolution and automation completed over the past year; (v) Network Incident Response Reporting; (vi) and such other things as DIR or MSI may request. | Child Deliverable | No | N/A | Annually on October 15th | N/A | N/A | ||
| Annual SOC 2, Type II, Report | SOC 2 Reporting on Controls at a Service Organization Relevant to Security, Availability, Processing Integrity, Confidentiality, or Privacy (SOC 2) | Submit a document which adheres to the requirements in the Agreement for SOC 2 Reports, including: |
- is prepared by a recognized accounting firm qualified to perform such audits
- includes Successful Respondent's policies, procedures, controls and systems
- addresses the 12-month period agreed by the parties in advance
| - addresses all agreed DIR-requested changes to scope and timing | Unique Deliverable | No | N/A | Annually on October 15th | N/A | N/A | ||||
| Emerging Technologies | The SR will complete a Deliverable that demonstrates the SR alignment to data ptotection contained with the Agreement along with current, and planned usage of AI and other emerging technologies within the Service dellivery model | Documentation of current and planned usage of Artificial Intelligence, including creation of framework for implementation, design, data collection and modeling maintenance | Unique Deliverable | No | N/A | Annually on Octoer 15th | N/A | N/A |
&"Segoe UI,Regular"&11Managed Network Services (MNS) &"Segoe UI,Regular"&11RFO DIR-CPO-STS-609
&"Segoe UI,Regular"Service Level and Deliverable Matrix &"Segoe UI,Regular"&A &"Segoe UI,Regular"&P of &N image1.png image2.png
File details come from the government source that posted it. Updated .