Salesforce Implementation Services Requirement SOW.pdf

Salesforce Implementation Services Requirements/SOW

Sprint 1

Tasks for CRM Agile Discovery & Design Sprint

• The contractor shall provide technical and functional Salesforce IEP resources to serve as points of contact, analysts, and technical experts for a discovery and design period (one “sprint”) to support the discovery and design activities described in this section.

• The contractor shall conduct a project kickoff meeting to define and align on project goals, product vision, scope of discovery, stakeholders, and high-level project schedule, which shall be documented and delivered in an IEP Project Kickoff deck.

• The contractor shall conduct discovery activities, including (where applicable) stakeholder requirements workshops, user interviews, documentation reviews, and other activities as needed, and document findings in a product backlog of high-level user stories for the IEP solution implementing the customer’s business processes associated with a 7-stage operational model (ENTER-XT) and their associated databases.

• The contractor shall document the planned configuration approach to meet defined requirements in the form of an architecture document to include planned data model (e.g., which Salesforce objects the solution will leverage and how), user model (e.g., how Salesforce sharing and permissions will be configured to support defined business roles and approach for scaling), and high-level application architecture (e.g., defining the Salesforce approach for creating user experiences, including planned component approach, planned utilization of major features such as Lightning Applications or Experience Sites).

• The contractor shall document and deliver a planned sprint schedule and high-level development plan. The scope of this sprint schedule and development plan shall be for the congruent timeline for additional development CLINs purchased.

• The contractor shall define user intentions and common user ‘use case’ scenarios in documented user personas for the solution.

• The contractor shall develop mockups or wireframes to demonstrate the user experience (UX) approach for externally facing features or content, where applicable.

Element Description

Kickoff

• Define and align on project vision and goals

• Identify project communication plan

• Identify anticipated risks, issues, or assumptions for project success

Discovery

• Identify user personas for IEP solution

• Identify and document requirements as high-level user stories

• Discuss user stories with the business to outline business processes for IEP workflows a other acceptance criteria

• Meet with or study end users to identify their desired features for the portal

Design

• Define and document technical approach including data entities, Salesforce product features, sharing and permission architecture, and how the approach can scale to accommodate more users or business cases

• Design user experience mockups and review with the business for feedback

• Define data and process requirements for IEP functions including case/inquiry, or other workflows as capacity allows

Sprint 2

Tasks for CRM Agile Implementation Delivery Sprint

• The contractor shall provide technical and functional Salesforce IEP resources to serve as points of contact, analysts, and technical experts for one implementation period (one “sprint”) to support the implementation activities described in this section.

• The contractor shall execute Agile solution implementation sprints (the number of sprints is equivalent to the number of Agile Implementation Sprint CLINs acquired).

• The contractor shall collaborate with the government-designated IEP Product Owner (PO) to define sprint goals in the form of outputs that comprise a product increment. The contractor shall document and deliver the agreed scope in the form of the sprint plan. Sprint goals shall be assigned story points. The amount of committed story points in a sprint shall not exceed that sprint’s capacity. Sprint capacities shall be defined in the assumptions in RFQ responses. Sprint goals must also meet the definition of ready for sprinting.

• The contractor shall configure of out-of-the-box (OOTB) Salesforce components including workflows (Flows, Email Alerts, Notifications, Quick Actions, or others as needed), user interfaces (Experiences, Lightning Apps, Lightning Pages, Page Layouts, or others as needed), data (Objects, Fields, object relationships), and user roles (Profiles, Permission Sets, Roles, Groups, Sharing, and others as needed) as needed to meet defined sprint goals.

• The contractor shall develop custom Lightning components or Apex as needed to meet defined sprint goals.

• The contractor shall produce supporting artifacts for features developed as part of the sprint in support of release of these features.

These work products shall be assigned story points as well and defined as part of sprint goals. These work products can include release or deployment notes and instructions, updates to architecture, UX, or sprint roadmap documents, user or data load plans, or others as needed.

• The contractor shall conduct continuous discovery activities and provide updates to user stories in the product backlog based on findings as needed to support refinement of work for future sprints.

Agile Delivery

• Facilitate collaborative sprint planning to identify target scope for implementation that sprint based on capacity and document selected scope in the Sprint Plan

• Facilitate a collaborative sprint review session to demo completed product, review sprint goal completion, and collect feedback on features or Agile processes

• Document and deliver feedback from the sprint review and add applicable feedback to the product backlog as enhancements

Continuous Refinement

• Refine requirements for development through frequent and continued discovery sessions on user stories to identify and document acceptance criteria to produce updates to the product backlog

• Assign product backlog items a story point value for use during capacity-based sprint planning

• Update wireframes as needed to support development

• Determine technical or functional solutions for prioritized user stories

Configuration • Implement user stories selected for work in the Sprint Plan using OTB configuration of Salesforce features or Lightning or Apex customization

Testing

• In-sprint unit testing of developed functionality to validate features

• Functional testing to validate that developed features satisfy functional acceptance criteria defined for the sprint item

• Regression testing and smoke testing as needed to validate the integrity of features when scope is released into higher sandbox environments

Documentation

• Update technical documentation as needed to reflect implemented architecture

• Update release notes and / or deployment steps for the target scope of user stories

Release • Deploy features through the established release pipeline

• Release for ready, validated, and accepted features (when available)

Sprint 3

Tasks for CRM Cyber Support Sprint

• The contractor shall provide technical Salesforce IEP resources to serve as points of contact and technical expert to support the Cyber activities described in this section.

• The contractor shall provide cybersecurity, information security, and Salesforce technical subject matter expertise to the government in support of ensuring adherence to the existing authority to use (ATU) technical package for the IEP solution and related cybersecurity requirements. This may include phone or virtual consultations, written guidance, program or project management tracking support, or other activities as determined by the contractor to best support continuous monitoring and reporting of ATU requirements.

• The contractor shall document technical specifications or system requirements for the solution based on selected ATU configurations on behalf of the government to provide to the solution development or support team for implementation in the Salesforce-based IEP solution.

ATO Support

• Dedicated cybersecurity point of contact and subject matter expert will be available to support government-led documentation efforts, meetings, and other data calls or generation activities as needed to support the continuous monitoring and reporting of the solution ATU.

• Government can leverage cybersecurity resource for Cyber-related activities, including system categorization, controls selection, controls implementation or mitigation planning, or package authorization.

• Communicate selected controls to development team for implementation.

Project Management • Facilitate ATU status meetings as needed to guide government and contractor action items, and update and share status of adherence to the existing ATU.

Sprint 4

Tasks for CRM Application Management Support

• The contractor shall provide technical and functional Salesforce IEP resources to serve as points of contact, analysts, and technical experts for one implementation period (one “sprint”) to support the application management activities described in this section.

• The contractor shall manage a Kanban-based backlog of tasks for the government, logging new tasks, tracking task status, assigning story points (for capacity management), and recommending and maintaining task priorities.

• The contractor shall provide Kanban-based system operations, system maintenance, system administration (i.e., small database changes, user provisioning, permissions updates) as capacity allows.

• The contractor shall maintain documented release notes for all changes to the production system, including release dates, release contents, and included changes, on a per release basis.

• The contractor shall host and facilitate a weekly Kanban Sync to review completed work since the previous Kanban Sync, work in progress, upcoming Kanban backlog priorities, and identify any alternative coverage, risks, or issues for the upcoming week(s).

Kanban Project Management

• Manage the support backlog, adding items to the backlog to keep track of and manage priorities for requests.

• Provide a dedicated point of contact for support tasks, questions, or other support-related activities.

• Facilitate a weekly Kanban Sync with the IEP product owner to determine work priorities and update the support backlog as needed.

System Administration, Operations, and Maintenance

• Provide support on a capacity-based basis for system administration related requests, including record updates, data loading, or user provisioning.

• Provide technical support for investigating or documenting bugs or issues and recommend remediations.

• Provide support on a capacity-based basis for production management-related activities including sandbox refreshes, managing production settings, conducting production data pulls (e.g., number of licenses available).

• Provide enhancements on a capacity-based basis and limited to the following, configurable, OTB Salesforce features: fields, permissions (profiles, permission sets, roles), manual record sharing, sharing rule updates, language or text updates to front-end pages, page layouts or Lightning Record Pages, reports, and dashboards.

Documentation

* Add Training

• Maintain release and technical documentation per production update.

• Add Training specs

Release Support • Facilitate production deployments for accepted, validated, staged features with government-provided deployment documentation.