Exhibit 3.1 - Service Level and Deliverable Matrix.xlsx
XLSX spreadsheet 85 KB Posted
- Attached to
- DIGITAL GOVERNMENT SERVICES
- Solicitation number
- 5400021069
- Issued by
- South Carolina
About this file
This is a Service Level and Deliverable Matrix for RFP Solicitation No. 5400021069 issued by the State of South Carolina's State Fiscal Accountability Authority (SFAA) for Digital Government Services. The solicitation encompasses two primary service categories: SC.gov Services and Payment Services. The exhibit establishes comprehensive service level agreements (SLAs) including both Critical SLAs and Key SLAs, along with one-time and recurring deliverables. Critical SLAs for SC.gov Services cover application availability (tiered levels), service desk availability, incident and problem management, application development, operations, and customer experience metrics. Payment Services Critical SLAs focus on application availability and payment transaction accuracy. Key SLAs for both service categories address service management, transaction processing, incident and problem resolution, and customer experience. One-time deliverables include transition readiness plans, service management manuals, disaster recovery plans, and baseline documentation, with most due within 60 days prior to or up to 90 days after the commencement date. Recurring deliverables include annual technology plans, quarterly accessibility scan results, security assessments, disaster recovery testing schedules, customer satisfaction improvement plans, and daily file delivery submissions. All deliverables are assigned $10,000 credit values unless otherwise specified, with weekly, monthly, or instance-based frequency measurements.
The service matrix establishes performance expectations with both Expected Service Level (ESL) and Minimum Service Level (MSL) targets measured on a monthly basis. SC.gov Services Critical SLAs allocate a 200% pool percentage with specific allocations across five categories: availability (35%), incident and problem management (75%), application development (35%), operations (35%), and customer experience (20%). Payment Services allocates 150% for transactions and 50% for availability. The at-risk percentage for both services is 15%, with service level credits calculated as a percentage of program revenue earned. Key Performance Indicators include application availability targets ranging from 99.80% to 99.99%, incident resolution times, customer satisfaction scores between 4.0 and 4.4, and response time requirements varying by channel (15-30 seconds for chat, 15-30 seconds for phone, and three hours for email). The matrix references Exhibit 3.2 for detailed qualitative definitions and Exhibit 3.0 for the performance model, with most service levels subject to continuous improvement requirements. Notable metrics include zero chronic incidents as an expected target, 95-100% project delivery accuracy, and 98-100% data quality standards.
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Title Page
| State of South Carolina |
| State Fiscal Accountability Authority (SFAA) |
| Request for Proposal |
| Exhibit 3.1 |
| Service Level Matrix |
RFP Solicitation No. 5400021069
Introduction
INTRODUCTION
This Exhibit 3.1 Service Level Matrix sets forth the following:
| 1. For Critical Service Levels: Exhibit 3.2.x (Service Level Definitions): |
| - the numeric measurements for Minimum Service Levels and Expected Service Levels; |
| - the timing regarding the commencement of obligations for each Critical Service Level |
| - a cross-reference to Exhibit 3.2.x (Service Level Definitions) where the qualitative description of the Critical Service Level can be found |
| 2. For Key Service Levels: Exhibit 3.2.x (Service Level Definitions): |
| - the numeric measurements for Minimum Service Levels and Expected Service Levels; |
| - a cross-reference to Exhibit 3.2.x (Service Level Definitions) where the qualitative description of the Key Service Levels can be found |
| 3. For One Time Deliverables: Exhibit 3.3 (Critical Deliverables): |
| - the timing regarding the commencement of obligations for each One Time Deliverable |
| 4. For Recurring Deliverables: Exhibit 3.3 (Critical Deliverables): |
| - the timing regarding the commencement of obligations for each Recurring Deliverable |
Exhibit 3.1 (Service Level Matrix)
RFP Solicitation No. 5400021069 Page &P of &N
1a. SC.gov Critical SLAs Critical SLAs - SC.gov Services
| At-Risk Percent | 15% |
| Pool Percentage Available for Allocation | 200% |
Exhibit 3.2.1 Section Reference Service Level Categories Comm + mos(1) Expected (ESL) (2)
| Minimum (MSL) (3) | Measurement | |||
| Window | Continuous Improvement Application (5) | Service Level Credit Percentage | % of Program Revenue Earned | Low Volume Alternative Calculation (4) |
| Availability | ||||||||
| Allocation of Pool Percentage: | 35% | |||||||
| A.1 | Application Availability - Tier 1 | 0 | 99.99% | 99.95% | Monthly | No | 50.00% | 2.63% |
| A.2 | Application Availability - Tier 2 | 0 | 99.95% | 99.90% | Monthly | No | 25.00% | 1.31% |
| A.3 | Application Availability - Tier 3 | 0 | 99.90% | 99.80% | Monthly | No | 15.00% | 0.79% |
| A.4 | Service Desk Availability | 0 | 99.90% | 99.70% | Monthly | No | 10.00% | 0.53% |
| Checksum -> | 100.00% |
| Incident and Problem | ||||||||
| Allocation of Pool Percentage: | 75% | |||||||
| A.5 | Corrective Actions | 0 | 95.00% | 90.00% | Monthly | Yes | 25.00% | 2.81% |
| A.6 | Incident Resolution Time Level 2 and Level 3 - (Severity 1-4) | 0 | 98.00% | 96.50% | Monthly | No | 25.00% | 2.81% |
| A.7 | Chronic Incidents | 24 | Zero (0) Chronic Incidents | < One (1) Chronic Incidents | Monthly | Yes | 25.00% | 2.81% |
| A.8 | Service Request Fulfillment | 0 | 95.00% | 90.00% | Monthly | Yes | 25.00% | 2.81% |
| Checksum -> | 100.00% |
| Application Development | ||||||||
| Allocation of Pool Percentage: | 35% | |||||||
| A.9 | Projects Delivered to Budget (w/in 10%) | 0 | 95.00% | 90.00% | Monthly | Yes | 50.00% | 2.63% |
| A.10 | Implementations delivered on time | 0 | 95.00% | 90.00% | Monthly | Yes | 50.00% | 2.63% |
| Checksum -> | 100.00% |
| Operations | ||||||||
| Allocation of Pool Percentage: | 35% | |||||||
| A.11 | Data Quality | 3 | 98.50% | 95.50% | Monthly | Yes | 50.00% | 2.63% |
| A.12 | License and Maintenance Renewal Timelines | 0 | 99.20% | 91.00% | Monthly | Yes | 50.00% | 2.63% |
| Checksum -> | 100.00% |
| Customer Experience | ||||||||
| Allocation of Pool Percentage: | 20% | |||||||
| A.13 | Solution Proposal Delivery | 0 | 96.00% | 91.00% | Monthly | Yes | 50.00% | 1.50% |
| A.14 | Solution Implementation | 0 | 96.00% | 91.00% | Monthly | Yes | 50.00% | 1.50% |
| Checksum -> | 100.00% |
| Notes: | |
| 1 | Number of Months after Commencement Date of services to Customers. |
| 2 | ESL will have the same meaning as Expected Service Level. |
| 3 | MSL will have the same meaning as Minimum Service Level. |
| 4 | The SLA result will initially be calculated based upon the algorithm specified in Exhibit 3.2.1 (Service Level Definitions - SC.gov). If the result is less than the Service Level target, then the performance for this Service Level shall be reported as set forth in Exhibit 3.0 (Performance Model). |
| 5 | The SLA is subject to continuous improvement as set forth in Exhibit 3.0, unless noted as an exception, "No", in this continuous improvement application column. |
RFP Solicitation No. 5400021069 Page &P of &N
1b. Pymt Svcs Critical SLAs Critical SLAs - Payment Services
| At-Risk Percent | 15% |
| Pool Percentage Available for Allocation | 200% |
Exhibit 3.2.2 Section Reference Service Level Categories Comm + mos(1) Expected (ESL) (2)
| Minimum (MSL) (3) | Measurement | |||
| Window | Continuous Improvement Application (5) | Service Level Credit Percentage | % of Program Revenue Earned | Low Volume Alternative Calculation (4) |
| Availability | ||||||||
| Allocation of Pool Percentage: | 50% | |||||||
| A.1 | Application Availability - Tier 1 | 99.99% | 99.95% | Monthly | No | 100.00% | 7.500% | |
| Checksum -> | 100.00% |
| Transactions | ||||||||
| Allocation of Pool Percentage: | 150% | |||||||
| A.2 | Payment Transaction Accuracy Rate | 0 | 100.00% | 99.99% | Monthly | No | 100.00% | 22.50% |
| Checksum -> | 100.00% |
| Notes: | |
| 1 | Number of Months after Commencement Date of services to Customers. |
| 2 | ESL will have the same meaning as Expected Service Level. |
| 3 | MSL will have the same meaning as Minimum Service Level. |
| 4 | The SLA result will initially be calculated based upon the algorithm specified in Exhibit 3.2.2 (Service Level Definitions - Payment Services). If the result is less than the Service Level target, then the performance for this Service Level shall be reported as set forth in Exhibit 3.0 (Performance Model). |
| 5 | The SLA is subject to continuous improvement as set forth in Exhibit 3.0, unless noted as an exception, "No", in this continuous improvement application column. |
Exhibit 3.1 Service Level Matrix
RFP Solicitation No. 5400021069 Page &P of &N
2a. SC.gov Key SLAs Key SLAs - SC.gov Services
Exhibit 3.2.1 Section Reference Service Level Categories Comm + mos(1) Expected (ESL) (2)
| Minimum (MSL) (3) | Measurement | |
| Window | Continuous Improvement Application (5) | Low Volume Alternative Calculation (4) |
| Service Management | ||||||
| B.1 | Change Management Effectiveness | 0 | 97.00% | 94.00% | Monthly | Yes |
| B.2 | Charge Dispute Resolution | 0 | 95.00% | 90.00% | Monthly | Yes |
| B.3 | Root Cause Analysis Delivery | 0 | 98.00% | 96.00% | Monthly | Yes |
| Transactions | |||||
| B.4 | Response Time of Application | 0 | 98.20% | 98.00% | Monthly |
| Customer Experience | ||||||
| B.5 | SC.gov Service Desk Customer Satisfaction | 0 | 4.40 | 4.00 | Monthly | Yes |
| B.6 | Citizen Help Desk Customer Satisfaction | 0 | 4.40 | 4.00 | Monthly | Yes |
| B.7 | SC.gov Service Desk - Average Contact Time (Chat) | 0 | < 15 Sec | < 20 Sec | Monthly | Yes |
| B.8 | Citizen Help Desk - Average Contact Time (Chat) | 0 | < 30 Sec | < 45 Sec | Monthly | Yes |
| B.9 | SC.gov Service Desk - Average Contact Time (Phone) | 0 | < 15 Sec | < 25 Sec | Monthly | Yes |
| B.10 | Citizen Help Desk - Average Contact Time (Phone) | 0 | < 30 Sec | < 60 Sec | Monthly | Yes |
| B.11 | Citizen Help Desk - Average Contact Time (Email) | 0 | < 3 hours | < 24 hours | Monthly | Yes |
| Notes: | |
| 1 | Number of Months after Commencement Date of services to Customers. |
| 2 | ESL will have the same meaning as Expected Service Level. |
| 3 | MSL will have the same meaning as Minimum Service Level. |
| 4 | The SLA result will initially be calculated based upon the algorithm specified in Exhibit 3.2.1 (Service Level Definitions - SC.gov). If the result is less than the Service Level target, then the performance for this Service Level shall be reported as set forth in Exhibit 3.0 Performance Model. |
| 5 | The SLA is subject to continuous improvement as set forth in Exhibit 3.0, unless noted as an exception, "No", in this continuous improvement application column. |
RFP Solicitation No. 5400021069 Page &P of &N
2b. Pymt Svcs Key SLAs Key SLAs - Payment Services
Exhibit 3.2.2 Section Reference Service Level Categories Comm + mos(1) Expected (ESL) (2)
| Minimum (MSL) (3) | Measurement | |
| Window | Continuous Improvement Application (5) | Low Volume Alternative Calculation (4) |
| Service Management | ||||||
| B.1 | Change Management Effectiveness | 0 | 97.00% | 94.00% | Monthly | Yes |
| B.2 | Charge Dispute Resolution | 0 | 95.00% | 90.00% | Monthly | Yes |
| B.3 | Root Cause Analysis Delivery | 0 | 98.00% | 96.00% | Monthly | Yes |
| Transactions | ||||||
| B.4 | Key Transaction Response Time | 0 | 99.90% | 99.50% | Monthly | Yes |
| Incident and Problem | ||||||
| B.5 | Corrective Actions | 0 | 95.00% | 90.00% | Monthly | Yes |
| B.6 | Incident Resolution Time Level 2 and Level 3 - (Severity 1-4) | 0 | 98.00% | 96.50% | Monthly | Yes |
| B.7 | Chronic Incidents | 24 | Zero (0) Chronic Incidents | < One (1) Chronic Incident | Monthly | Yes |
| B.8 | Service Request Fulfillment | 0 | 95.00% | 90.00% | Monthly | Yes |
| Operations | ||||||
| B.9 | Data Quality | 3 | 98.50% | 95.50% | Monthly | Yes |
| Customer Experience | ||||||
| B.10 | Solution Proposal Delivery | 0 | 96.00% | 91.00% | Monthly | Yes |
| B.11 | Solution Implementation | 0 | 96.00% | 91.00% | Monthly | Yes |
| Notes: | |
| 1 | Number of Months after Commencement Date of services to Customers. |
| 2 | ESL will have the same meaning as Expected Service Level. |
| 3 | MSL will have the same meaning as Minimum Service Level. |
| 4 | The SLA result will initially be calculated based upon the algorithm specified in Exhibit 3.2.2 (Service Level Definitions - Payment Services). If the result is less than the Service Level target, then the performance for this Service Level shall be reported as set forth in Exhibit 3.0 Performance Model. |
| 5 | The SLA is subject to continuous improvement as set forth in Exhibit 3.0, unless noted as an exception, "No", in this continuous improvement application column. |
Exhibit 3.1 Service Level Matrix
RFP Solicitation No. 5400021069 Page &P of &N
3a. SC.gov One Time Delivery
| One-Time Deliverables - SC.gov Services | ||||
| Reference Number | Name | Description | Minimum Acceptance Criteria | |
| (Specific, Measurable, Time bounded Outcomes) | Critical (C) | |||
| Yes / No | Payment Deliverable (to be determined during Negotiations and instantiated in 4.1) | Deliverable Credit | Frequency Credit Applies | Due Date |
(mm/dd/yy)
| (Enter actual Dates at negotiations) | Proposed # of deliverable reviews | ||||||||
| 1.1 | Transition Readiness Plan | The Service Provider will complete a Transition Readiness Plan that must be approved by OTIS at least sixty (60) days prior to the Commencement Date. The purpose and scope of such plan is to outline the plans and milestones for completing the transition of the management and operations of the Services to the Service Provider. Items to be addressed include Software license transfers status, lease transfers status, staff employment status, billing process including detail for Program Revenue Earned, knowledge transfer programs, status of operations documentation, SC.gov portal status, and any other issue for transition of management and operations of the Services to Service Provider. | Yes | $10,000 | Weekly | 60 days prior to Commencement | |||
| 1.2 | Transition Plan | Sixty (60) days after Effective Date, the Service Provider will provide OTIS and Customers with Phase 1 of the plan, as described in the Transition Sections of Exhibit 2.1.3 (SC.gov Services Statement of Work), which will address all transition activities for both OTIS and Customers in preparation for and including Commencement of Service. | |||||||
| No later than thirty (30) days after Commencement Date, the Service Provider will provide OTIS with a Phase 2 of the plan, as described in Exhibit 2.1.3 (SC.gov Statement of Work), that will address all remaining transition activities for OTIS, Customers, and SPs that will result in the completion of Transition no later than six (6) months from Commencement Date. | Yes | $10,000 | Weekly | Phase 1: 60 days after Effective Date |
Phase 2: 30 days post Commencement
| 1.3 | Service Management Manual (SMM) | The Service Provider will develop documentation in accordance with the requirements in Exhibit 1.3 (Service Management Manual). | ||||
| The Service Provider will deliver the Service Management Manual in phases, OTIS as described in Exhibit 1.3 (Service Management Manual) and Exhibit 3.1 (Service Level Matrix). | Yes | $10,000 | Monthly | Phase 1: 30 days after Effective Date |
Phase 2: 20 days prior to Commencement Phase 3: 60 days post Commencement
| 1.4 | Disaster Recovery Plans | For all Equipment, Network, Software, and Applications, at Commencement the Service Provider will have created or updated all Disaster Recovery Plans to reflect Service Provider changes where appropriate to maintain a viable Disaster Recovery Plan for Service Provider Services. Within sixty (60) days after the Commencement Date, Service Provider will update, or create as needed, all Customer-specific Disaster Recovery Plans, Application Recovery Guides (ARG) and Technical Recovery Guides to reflect all changes implemented to the Services prior to or during the performance of Transition Services. For Applications lacking tested Disaster Recovery Plans, Service Provider will work with Customers to complete a gap analysis and test schedule of the Disaster Recovery Plans and Technical Recovery Guides compared to the requested Recovery Time Objective, as specified in Exhibit 2.3 (IT Service Continuity Management). | Yes | $10,000 | Monthly | 60 days post Commencement |
| 1.5 | Initial Application Maintenance Services (AMS) Baseline | During the three (3) months following the Commencement Date, Service Provider will complete an AMS hourly support baseline per Application (“AMS Baseline”) as specified in Exhibit 4.0 (Business Model). The AMS Baseline and skill level labor category of resources will be used to allocate the AMS Fixed Fee proportionately to each Application (“Proportional AMS Application Fee”). For example, if 10% of all AMS effort is spent supporting Application A, then 10% of the AMS Fixed Fee would be associated with Application A. In addition to the aforementioned requirements defined in Exhibit 4.0 (Business Model), this baseline will include a proposal to convert the definition for Major Enhancements from >40 hours to associated story points. | Yes | $10,000 | Monthly | 90 days post Commencement |
| 1.6 | Disaster Recovery Strategy | During the twelve (12) months following the Commencement Date, Service Provider will: |
1) Develop a Disaster Recovery Strategy for OTIS and Customer review and approval. The Disaster Recovery Strategy will include schedules, dependencies, cost estimates, business analysis and requirements for technology changes to support the Digital Government Services (DGS) Services as well as acquisition, support, and retirement of software and hardware. This strategy will consider all Applications, Software, Network and Equipment and the various architecture platforms.
2) Design new disaster recovery plans, architectures, DRPs, TRGs, and ARGs and update the SMM as required using OTIS-approved disaster recovery levels.
3) Implement new disaster recovery plans, architectures, technology, and Application modifications as required to migrate all Applications to the OTIS approved Disaster Recovery Strategy using the OTIS-approved disaster recovery levels.
Yes $10,000 Monthly 12 months post Commencement
Exhibit 3.1 (Service Level Matrix)
RFP Solicitation No. 5400021069 Page &P of &N
Not required for Initial RFP Response.
To be populated during Negotiations.
3b. Pymt Svc One Time Delivery
| One-Time Deliverables - Payment Services | ||||
| Reference Number | Name | Description | Minimum Acceptance Criteria | |
| (Specific, Measurable, Time bounded Outcomes) | Critical (C) | |||
| Yes / No | Payment Deliverable (to be determined during Negotiations and instantiated in 4.1) | Deliverable Credit | Frequency Credit Applies | Due Date |
(mm/dd/yy)
| (Enter actual Dates at negotiations) | Proposed # of deliverable reviews | ||||||||
| 1.1 | Transition Readiness Plan | The Service Provider will complete a Transition Readiness Plan that must be approved by OTIS at least sixty (60) days prior to the Commencement Date. The purpose and scope of such plan is to outline the plans and milestones for completing the transition of the management and operations of the Services to the Service Provider. Items to be addressed include Software license transfers status, lease transfers status, staff employment status, billing process including detail for invoices, status of operating agreements between Service Provider and other SPs, knowledge transfer programs, status of operations documentation, SC.gov portal status, and any other issue for transition of management and operations of the Services to Service Provider. | Yes | $10,000 | Weekly | 60 days prior to Commencement | |||
| 1.2 | Transition Plan | Sixty (60) days after Effective Date, the Service Provider will provide OTIS and Customers with Phase 1 of the plan, as described in the Transition Sections of Exhibit 2.1.2 (Payment Services Statement of Work), which will address all transition activities for both OTIS and Customers in preparation for and including Commencement of Service. | |||||||
| No later than thirty (30) days after Commencement Date, the Service Provider will provide OTIS with a Phase 2 of the plan, as described in Exhibit 2.1.2 (Payment Services Statement of Work), that will address all remaining transition activities for OTIS, Customers, and SPs that will result in the completion of Transition no later than six (6) months from Commencement Date. | Yes | $10,000 | Weekly | 60 days after Effective Date | |||||
| 1.3 | Service Management Manual (SMM) | The Service Provider will develop documentation in accordance with the requirements in Exhibit 1.3 (Service Management Manual). | |||||||
| The Service Provider will deliver the Service Management Manual in phases, OTIS as described in Exhibit 1.3 (Service Management Manual) and Exhibit 3.1 (Service Level Matrix). | Yes | $10,000 | Monthly | Phase 1: 30 days after Effective Date |
Phase 2: 20 days prior to Commencement Phase 3: 60 days post Commencement
| 1.4 | Evidence of Disaster Recovery Plan at Commencement | The Service Provider will provide evidence, through the most current annual SOC2 Type 2 report, of the existence of a Disaster Recovery Plan and the successful testing of such plan at Commencement. | Yes | $10,000 | Monthly | Commencement |
| 1.5 | SCEIS Testing | The Service Provider will successfully implement and test payment processing with the STO, including SCEIS data file transmission in the STO prescribed format, delivery mechanism, and timing. | Yes | $10,000 | Monthly | 30 Days prior to Commencement |
| 1.6 | Customer Testing | The Service Provider will successfully implement and test payment processing with each Customer, including data file transmission in the prescribed format, delivery mechanism, and timing. | Yes | $10,000 | Monthly | 30 Days prior to Commencement |
| 1.7 | CRA Funding | Determine proper amount of funding to be withdrawn under prior contract and new balance deposited by Service Provider to ensure account is not overdrawn. Service Provider will provide plan documenting implementation. | No | 30 Days prior to Commencement |
&"Abadi,Regular"Exhibit 3.1 (Service Level Matrix)
RFP Solicitation No. 5400021069 Page &P of &N
Not required for Initial RFP Response.
To be populated during Negotiations.
4a. SC.gov Recurring Delivery
| Recurring Deliverables - SC.gov Services | ||||
| Reference Number | Name | Description | Minimum Acceptance Criteria | |
| (Specific, Measurable, Time bounded Outcomes) | Critical (C) | |||
| Yes / No | Payment Deliverable (to be determined during Negotiations and instantiated in 4.1) | Deliverable Credit | Frequency Credit Applies | Due Date |
(mm/dd/yy)
| (Enter actual Dates at negotiations) | Proposed # of deliverable reviews | ||||||||
| 2.1 | Annual Technology Plan and Roadmap | The Service Provider will provide updates to the Technology Plan and the Technology Road Map to OTIS to include proposed updates to reference technical architecture and software currency designations. Service Provider will complete its portions of the Technology Roadmap and Technology Plan in alignment with the established annual deliverable cycle. The Roadmap will identify specific, short-term steps and schedules for projects or changes with estimated timing and cost impacts for OTIS and Customers. | Yes | $10,000 | Monthly | July 15 annually | |||
| 2.2 | Accessibility Scan Results | The Service Provider will provide quarterly scan results in accordance with Exhibit 2.1.3 (SC.gov Services Statement of Work) to demonstrate that the SC.gov website is compliant with Federal and State laws for Accessibility. Service Provider will complete all agreed remediation actions set forth in such plan in accordance with the standards provided in Exhibit 2.1.3 (SC.gov Services Statement of Work). | Yes | $10,000 | Monthly | Quarterly | |||
| 2.3 | Service Management Manual Currency - Quarterly Report | The Service Provider will provide an annual schedule for reviewing and updating the SMM. The Service Provider will provide 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, Service Provider will provide a schedule for the year that outlines the sections of the Service Management Manual that will be reviewed in each quarter. The schedule may be modified throughout the year per mutual agreement with OTIS. | Yes | $10,000 | Monthly | Quarterly | |||
| 2.4 | Annual Security Plan | The Service Provider will deliver a Security Plan in accordance with Exhibit 2.1.1 (Cross-Functional Services Statement of Work). | Yes | $10,000 | Monthly | Oct 1 annually | |||
| 2.5 | Security Assessment Remediation | For any agreed action plan resulting from an Assessment conducted pursuant to Exhibit 2.1.1 (Cross-Functional Services Statement of Work), Service Provider will complete all remediation actions set forth in such plan in accordance with the standards provided in Exhibit 2.1.1 (Cross-Functional Services Statement of Work). | Yes | $10,000 | Monthly | Annually, 6 months after assessment | |||
| 2.6 | Accessibility Scan Results | The Service Provider will provide quarterly scan results in accordance with Exhibit 2.1.3 (SC.gov Services Statement of Work) to demonstrate that the SC.gov website is compliant with Federal and State laws for Accessibility. Service Provider will complete all agreed remediation actions set forth in such plan in accordance with the standards provided in Exhibit 2.1.3 (SC.gov Services Statement of Work). | Yes | $10,000 | Monthly | Quarterly | |||
| 2.7 | Disaster Recovery Test Plan and Schedule | Within nine (9) months after the Commencement Date, the Service Provider will develop and provide a consolidated Disaster Recovery Test Plan and Schedule in accordance with the approach outlined in Exhibit 2.3 (IT Service Management Continuity) and approved by OTIS and Customers. The Disaster Recovery Test Plan and Schedule will be updated annually on Month DD thereafter. | Yes | $10,000 | Monthly | June 1st annually | |||
| 2.8 | SC.gov Growth/Outreach Plan | The Service Provider will provide an annual Growth/Outreach plan that outlines proposed activities for the coming year regarding constituents, addressing proposed usage of media channels to include social media, conferences, press releases, etc. in order to advance public knowledge and use of the Services. This report will also include an Analytics Report showing prior year accomplishments in terms of what worked and what didn't work (hosted portals metrics, constituent satisfaction survey results, constituent facing growth analytics and trends, social media reporting, etc.), as well as an improvement plan for coming year. | |||||||
| The Service Provider will provide semi-annual status update on the Growth/Outreach plan to OTIS demonstrating progress toward attaining goals identified in the plan and remaining plan activities. | Yes | $10,000 | Monthly | June 15th annually | |||||
| 2.9 | Customer Satisfaction Improvement Plan | Three (3) months after the results of the Customer Satisfaction Surveys defined in Exhibit 3.5 (Customer Satisfaction) are available, the Service Provider will provide an improvement plan with specific corrective actions or enhancements to improve customer satisfaction, including modernization of portal technologies, functionality, and usability to improve overall user experience. The Service Provider will measure the applicable improvement of the Services identified in the Customer Satisfaction Surveys as requiring improvement. The Customer Satisfaction Improvement Plan will be approved by OTIS and reported against by the Service Provider monthly or such other time as required by OTIS. | Yes | $10,000 | Monthly | June 1st annually |
&"Arial,Regular"Exhibit 3.1 (Service Level Matrix)
RFP Solicitation No. 5400021069 Page &P of &N
Not required for Initial RFP Response.
To be populated during Negotiations.
4b. Pymt Svc Recurring Delivery
| Recurring Deliverables - Payment Services | ||||
| Reference Number | Name | Description | Minimum Acceptance Criteria | |
| (Specific, Measurable, Time bounded Outcomes) | Critical (C) | |||
| Yes / No | Payment Deliverable (to be determined during Negotiations and instantiated in 4.1) | Deliverable Credit | Frequency Credit Applies | Due Date |
(mm/dd/yy)
| (Enter actual Dates at negotiations) | Proposed # of deliverable reviews | ||||||
| 2.1 | Annual Technology Plan and Roadmap | The Service Provider will provide updates to the Technology Plan and the Technology Road Map to OTIS to include proposed updates to reference technical architecture and software currency designations. Service Provider will complete its portions of the Technology Roadmap and Technology Plan in alignment with the established annual deliverable cycle. The Roadmap will identify specific, short-term steps and schedules for projects or changes with estimated timing and cost impacts for OTIS and Customers. | Yes | $10,000 | Monthly | July 15 annually | |
| 2.2 | Service Management Manual Currency - Quarterly Report | The Service Provider will provide an annual schedule for reviewing and updating the SMM. The Service Provider will provide 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, Service Provider will provide a schedule for the year that outlines the sections of the Service Management Manual that will be reviewed in each quarter. The schedule may be modified throughout the year per mutual agreement with OTIS. | Yes | $10,000 | Monthly | Quarterly | |
| 2.3 | Accessibility Scan Results | The Service Provider will provide quarterly scan results in accordance with Exhibit 2.1.2 (Payment Services Statement of Work) to demonstrate that the SC.gov website is compliant with Federal and State laws for Accessibility. Service Provider will complete all agreed remediation actions set forth in such plan in accordance with the standards provided in Exhibit 2.1.2 (Payment Services Statement of Work) . | Yes | $10,000 | Monthly | Quarterly | |
| 2.4 | Evidence of Security and Disaster Recovery Plans | The Service Provider shall provide evidence, through an annual SOC2 Type 2 report in accordance with Section 5.6 SOC 2 Reports in Exhibit 2.1.1 (Cross-Functional Services Statement of Work), of the existence of a Security Plan, and the existence and successful testing of the Disaster Recovery Plan | Yes | $10,000 | Monthly | Sept 1st annually | |
| 2.5 | Customer Satisfaction Improvement Plan | Three (3) months after the results of the Customer Satisfaction Surveys defined in Exhibit 3.5 (Customer Satisfaction) are available, the Service Provider will provide an improvement plan with specific corrective actions or enhancements to improve customer satisfaction, including modernization of portal technologies, functionality, and usability to improve overall user experience. The Service Provider will measure the applicable improvement of the Services identified in the Customer Satisfaction Surveys as requiring improvement. The Customer Satisfaction Improvement Plan will be approved by OTIS and reported against by the Service Provider monthly or such other time as required by OTIS. | Yes | $10,000 | Monthly | June 1st annually | |
| 2.6 | SCEIS File Delivery - Deposit Detail | The file will be delivered to OTIS via the OTIS and STO prescribed format, timing, and delivery method. | Yes | $2,000 | Instance | Daily as described in Description | |
| 2.7 | CRA File Delivery - ACH File | The file will be delivered to OTIS via the prescribed format, timing, and delivery method. | Yes | $2,000 | Instance | Daily as described in Description |
&"Arial,Regular"Exhibit 3.1 (Service Level Matrix)
RFP Solicitation No. 5400021069 Page &P of &N
Not required for Initial RFP Response.
To be populated during Negotiations.
File details come from the government source that posted it. Updated .