S000000251 Attachment 6 Issue Resolutions and Project Scoping.pdf

Attachment 6 Incident Reports and Project Scoping

Incident Reports Incident Reports (IRs) are submitted by authorized requesters for all AIRS-Tax System and AIRS-DSMV System changes. These authorized requesters are designated as such by DFA Revenue Tax and Driver Services Motor Vehicle administrators and managers.

Drafting and Publication The designated authorized requesters electronically submit IRs through the integrated and proprietary GenTax FCR (Fast Code Repository) functionality for AIRS-Tax or AIRS-DSMV. FCR provides the repository for all AIRS-Tax and AIRS-DSMV change requests, which also includes all history associated with the status of each change request as they progress through the multiple stages from submission to completion, as well as any supplemental information associated with each request.

Level of Clearance The IR process involves coordination between the business areas and the AIRS Service Center to facilitate the appropriate entry and prioritization of change requests for AIRS-Tax and AIRS-DSMV and ensure the proper utilization of available resources.

1. The authorized requesters designated for each business area are responsible for submitting IRs that provide detailed information pertaining to each change request, which must include any specific deadline associated with the request. Requesters are also responsible for ensuring that all changes are thoroughly tested prior to the migration of those changes to production, as well as verification of the changes in production and the completion and closing of the IR.

2. AIRS Service Center Management is responsible for reviewing each request submitted and then either approving, requiring additional information from the authorized requester, or rejecting the request.

3. A request may also be escalated to DFA Revenue Management for additional approval or discussion before work begins on the request.

4. DFA Revenue Management will review and prioritize all change requests to ensure proper utilization of resources to accomplish the goals of the Agency.

5. After an IR submission has been approved, the Contractor will then provide an estimation for the level of effort in hours and enter that estimation in the IR.

6. Any IR affecting a technical issue, such as system issues or software updates, and requiring notification through an alert or broadcast due to the impact on staff or customers, must be forwarded to the DFA Revenue Management for informational purposes.

7. Any subsequent changes to an IR must be reviewed and approved by the appropriate authorized requester and/or DFA Revenue Management, and AIRS Service Center Management.

• After the appropriate review and approval, the Contractor shall then revise and document the estimation for the level of effort.

• DFA Revenue Management will review and revise prioritization as appropriate.