Exhibit A - Scope of Work_posted.docx

Attachment - A Scope of Work for OneODA Core CRM & Licensing

This Scope of Work applies specifically to the OneODA Customer Relationship Management (CRM) & Licensing Core project.

ONEODA FUTURE STATE VISION

The vision of OneODA is to create a modern, shared customer and licensing platform that gives ODA staff (AGGIES) a complete view of customer interactions across programs, improves customer experience, reduces fragmented systems and duplicate data, aligns technology with statewide strategy, and creates a scalable foundation for collaboration and shared services across agencies.

Online self-service customer portal:

· Provide a one-stop shop (all licenses, permits, and registrations seen with one login)

· Submit new applications and requests for pre-application inspections

· Renew licenses, permits, and registrations

· Print/download certificates, applications, invoices, receipts, and other documents

· Upload documents needed for new or renewed applications or services

· Update contact information

· Check application and renewal status

· Pay late renewals and delinquent fees

· Send messages to ODA programs

· Read/review archived messages

Single record for each customer using standardized business names and addresses:

· Eliminate duplicate customer records

· Unlimited addresses and contacts

· Many-to-many relationships between contacts and customer records

· Fuzzy match searching and deduplication

· AGGIES visibility into all customer interactions

Agency-wide operations vision:

· GIS-enabled mapping capabilities

· Unified invoicing integrated with accounting

· All ODA programs conduct customer business using OneODA

· Significant reduction in hard copy documentation

· Simplified workflows such as licensing approvals and product registration

1. CUSTOMER EXPERIENCE CAPABILITIES

The OneODA Core solution must support:

· Online submission of new applications

· Online renewal of existing licenses

· Online payment tracking (via link to 3rd party payment processor and csv reports)

· Payment plan setup and tracking

· Downloading certificates, reports, applications, invoices, and receipts

· Uploading customer documentation

· Updating contact information

· Checking status of applications and renewals

· Messaging between customers and ODA

· Foreign language translation capabilities

· Public license searches

· Continuing education tracking and event management

2. AGGIES EXPERIENCE CAPABILITIES

The OneODA Core solution must support:

· Customer record management

· Validation against Secretary of State registry

· Multiple contacts and addresses

· Fuzzy match searching

· Viewing customer balances

· Processing payments and fees

· Approval workflows

· Renewal notices

· Certificate distribution

· Automated customer communications

· Invoice creation and allocation

· Refund and credit tracking

· Ownership changes and transfers

· Continuing education review and approvals

3. IMPLEMENTATION SERVICES

The successful Proposer shall deliver a solution that meets the requirements described in this Scope of Work.

Implementation services must include:

· Overall implementation approach and timeline

· Validation and refinement of business needs / solution requirements

· Alignment between business needs and Requirement Traceability Matrix (RTM)

· Joint solution design and implementation activities with SMEs

· User Experience (UX)/User Interface (UI) design and prototyping

· Configuration, extension, and implementation support for AGGIES and customer-facing experiences

· Integration development

· Data mapping, cleansing, restructuring and migration

· Testing support

· Release management

· Cutover planning

· Go-live and stabilization support

· Knowledge transfer and documentation

· Security and regulatory compliance support

Data Quality Responsibilities

ODA acknowledges that portions of the existing licensing and customer data may contain duplicate records, inconsistent formats, incomplete values, historical inconsistencies, and other data quality issues accumulated over time.

The Contractor shall support data analysis, mapping, validation, migration tooling, and data quality reporting activities necessary to support migration into the OneODA CRM & Licensing Solution.

Unless otherwise negotiated, ODA shall remain responsible for business-led data cleansing, business-rule validation, customer record remediation, and final business approval of migrated data.

4. OUT-OF-SCOPE ITEMS

The following items are not currently within the scope of the OneODA CRM & Licensing Core implementation unless otherwise approved through formal project governance and change control processes:

· Replacement or modernization of inspection and compliance systems associated with the OneODA Expansion initiative;

· Replacement of statewide accounting or financial systems;

· Enterprise Master Data Management (MDM) implementation outside the approved OneODA architecture;

· Statewide onboarding of additional agencies beyond ODA during this implementation phase;

· Enterprise GIS platform replacement or standalone GIS modernization initiatives;

· Replacement of unrelated agency operational systems not identified within approved project requirements;

· Broad enterprise reporting modernization outside the approved OneODA scope; and

· Custom software development unrelated to approved CRM, Licensing, customer portal, integration, or workflow requirements.

5. UX/UI DELIVERABLES

Expected UX/UI deliverables may include:

· UX Research Summary

· Personas

· User journeys / process maps

· Information architecture

· Wireframes

· Interactive prototypes

· Visual UI designs

Acceptance criteria shall include stakeholder validation, traceability to requirements, and accessibility alignment.

6. ENVIRONMENT MANAGEMENT

The Contractor shall support the configuration, management, and use of environments necessary to support development, testing, training, staging, and production activities within the State of Oregon’s shared Dynamics 365 (D365) tenant.

Expected environments may include:

· Development

· System Integration Testing

· User Acceptance Testing (UAT)

· Training

· Staging / Pre-Production

· Production

The Contractor shall document environment usage, deployment processes, configuration management practices, and migration/promotion procedures between environments.

All environments shall align with applicable State and Federal security requirements.

7. SOLUTION CONFIGURATION, EXTENSIONS AND TECHNICAL DELIVERABLES

The Contractor shall configure, extend, integrate, document, and implement the OneODA CRM & Licensing Solution using Microsoft Dynamics 365 and related Microsoft technologies.

Services may include:

· Dynamics 365 configuration;

· Power Platform configuration;

· Power Pages implementation;

· Custom customer-facing web experiences where appropriate;

· Workflow automation;

· Integration development;

· Reporting and dashboard configuration;

· Data migration and conversion support;

· Security configuration;

· Selective custom development where necessary to support approved business requirements.

The Contractor shall provide technical deliverables including:

· Solution architecture documentation;

· Functional design documentation;

· Integration specifications;

· Data conversion documentation;

· Entity relationship diagrams;

· Technical configuration documentation;

· Deployment/migration documentation;

· Support and administration documentation; and

· Documentation necessary to support long-term maintainability by ODA staff.

Where practical and appropriate, ODA prefers platform-native configuration and extensibility approaches in order to support long-term maintainability, scalability, and reduced operational complexity, with selective custom development used only when necessary to support approved business requirements.

8. TESTING SERVICES

The Contractor shall provide all testing services necessary to support successful implementation, deployment, and operational readiness of the OneODA CRM & Licensing Solution.

Testing responsibilities shall include:

· Unit testing;

· Dynamics 365 and Power Platform configuration testing

· System integration testing;

· Data conversion and migration testing;

· Functional system training for subject matter experts in support of UAT;

· User acceptance testing (UAT) support including test environment set up, technical support, and data load and refresh;

· Accessibility testing;

· Security testing;

· Performance testing;

· Regression testing; and

· Pilot and production-readiness support.

The Contractor shall provide:

· Test Plans;

· Test Scripts;

· Functional Test Results;

· Defect tracking and triage processes;

· Performance Test Reports;

· Security and Accessibility Test Reports; and

· Production readiness recommendations.

The Contractor shall collaborate with ODA to define pilot scope, go/no-go criteria, and deployment readiness checkpoints.

9. DEPLOYMENT: CUTOVER, GO-LIVE, AND STABILIZATION

The Contractor shall support all cutover, deployment, go-live, and stabilization activities necessary for successful production implementation of the OneODA CRM & Licensing Solution.

Services shall include:

· Cutover planning;

· Environment promotion and deployment coordination;

· Validation checkpoints;

· Rollback and contingency procedures;

· Go-live support;

· Stabilization and hypercare support;

· Post-implementation defect resolution; and

· Transition planning.

The Contractor shall collaborate with ODA to define:

· Production readiness criteria;

· Deployment sequencing;

· Business continuity considerations;

· Validation and signoff procedures; and

· Stabilization expectations following go-live.

Deployment and Transition Approach

ODA anticipates a phased implementation and validation approach culminating in a coordinated production cutover from the existing licensing platform to the OneODA CRM & Licensing Solution.

ODA expects portions of the new solution may operate in parallel with existing systems for a limited validation period prior to final production cutover in order to support testing, reconciliation, operational readiness validation, and risk reduction activities.

Following successful validation and readiness approval, ODA anticipates executing a coordinated enterprise cutover to the OneODA CRM & Licensing Solution as the authoritative production platform.

The Contractor shall support planning, coordination, validation, reconciliation, rollback procedures, and deployment readiness activities necessary to support this transition strategy.

Stabilization and Warranty Support

Following production go-live and operational handoff, the Contractor shall provide stabilization and warranty support services for a negotiated period anticipated to range between six (6) and twelve (12) months. For the purposes of the proposal, Proposers should base their pricing on 12 months of stabilization and warranty support services.

Stabilization support shall include:

· Defect resolution;

· Production issue support;

· Configuration corrections;

· Deployment-related troubleshooting;

· Knowledge transfer support;

· Documentation updates where necessary; and

· Operational transition support.

Prior to completion of stabilization activities, the Contractor shall provide documentation and knowledge transfer sufficient to support long-term administration, support, and maintenance of the OneODA CRM & Licensing Solution by ODA staff and authorized support partners.

10. PROJECT MANAGEMENT SERVICES

The Contractor Project Manager shall:

· Serve as the primary coordination point with ODA;

· Maintain detailed project schedules and implementation timelines;

· Coordinate Contractor resources and implementation activities;

· Provide weekly status reports;

· Facilitate governance and working sessions;

· Support steering committee reporting;

· Maintain RAID logs;

· Coordinate cross-team dependencies; and

· Align project management activities with generally accepted PMBOK-based practices.

The Contractor shall support coordination with:

· ODA business and technical stakeholders;

· EIS stakeholders;

· Independent Quality Management Services (IQMS); and

· Other project partners and vendors where applicable.

11. SECURITY, ACCESSIBILITY, AND COMPLIANCE

The OneODA CRM & Licensing Solution and all related services shall comply with:

· State of Oregon security standards;

· EIS standards and policies;

· Accessibility requirements;

· Applicable privacy and regulatory obligations; and

· Statewide cybersecurity requirements.

The solution architecture, including Dynamics 365, Power Platform components, integrations, synchronized customer-facing interfaces, and related services, shall support:

· Role-based access controls;

· Audit logging;

· Encryption of production data in transit and at rest;

· Secure authentication mechanisms;

· Secure environment management practices; and

· Appropriate separation and protection of customer and agency data.

12. ASSUMPTIONS AND CONSTRAINTS

Project assumptions and constraints include:

· Continued support of Microsoft technologies within the State ecosystem;

· Availability of required funding;

· Availability of ODA subject matter experts;

· Required EIS alignment and participation;

· Coordination with Independent Quality Management Services (IQMS);

· Renewal cycle timing constraints;

· Availability of required integrations and dependencies;

· Use of the State of Oregon shared Microsoft tenant environment;

· Alignment with approved Microsoft platform capabilities and licensing constraints; and

· Future scalability expectations supporting additional agency onboarding and shared-service expansion.

13. DELIVERABLES AND ACCEPTANCE

The Contractor shall provide deliverables necessary to support successful implementation, deployment, transition, and operational readiness of the OneODA CRM & Licensing Solution.

Deliverables shall be subject to ODA review and approval.

ODA will review deliverables for alignment with approved requirements, project objectives, operational readiness expectations, and applicable governance standards.

Final acceptance criteria, review timelines, revision processes, and signoff procedures shall be established during project planning and governance activities.

14. ROLES AND RESPONSIBILITIES

Successful delivery of the OneODA CRM & Licensing initiative will require coordinated participation between ODA, the Contractor, EIS, Independent Quality Management Services (IQMS), and other project stakeholders.

ODA anticipates development of more detailed project governance and responsibility structures during project initiation and planning activities.

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