DS Appendix 1-B Service Center Services SOO 10-18-2010 FINAL.pdf

DIPLOMATIC SECURITY

APPENDIX 1-B: SERVICE CENTER SERVICES SOO

Confidential Information—For Internal Purposes Only

APPENDIX 1-B

SERVICE CENTER SERVICES

STATEMENT OF OBJECTIVES (SOO)

for

DIPLOMATIC SECURITY

FINAL

18/OCT/2010

18/OCT/2010 Page i

DS Appendix 1-B Service Center Services SOO 10-18-2010 FINAL.docx

Table of Contents

1.0 Service Center Services Overview and Service Objectives

1.1 Service Center Services Overview

1.2 Service Objectives

2.0 Service Environment

2.1 Scope of the Service Environment to Be Supported

2.1.1 Service Center Supported Hardware and Software

2.1.2 Service Center Software, Tools and Knowledge Databases

2.1.3 Service Locations

2.1.4 Personnel

2.1.5 Policies and Procedures

2.1.6 Required Languages

2.1.7 Work-In-Progress

2.1.8 Future Initiatives

2.2 Service Center Baseline Information

3.0 Service Center Services Requirements

3.1 Service Descriptions and Roles and Responsibilities

3.1.1 General Responsibilities

3.1.2 Service Center End-User Services

3.1.3 Other Responsibilities

3.2 Exclusions

3.3 Service-Specific Milestones

4.0 Service Management

4.1 Service-Level Requirements (SLRs)

4.2 Reports

5.0 Referenced Appendices

List of Tables

Table 1. Language Requirements

Table 2. Service Center Baseline Projections

Table 3. General Roles and Responsibilities

Table 4. SPOC Roles and Responsibilities

Table 5. Service Center Operations and Administration Roles and Responsibilities

Table 6. Service Request and Incident Management Roles and Responsibilities

Table 7. Remote Device and Software Management Roles and Responsibilities

18/OCT/2010 Page ii

Table 8. End-User Administration Services Roles and Responsibilities

Table 9. Installs, Moves, Adds and Changes (IMAC) Roles and Responsibilities

Table 10. Self-Help Support Roles and Responsibilities

Table 11. Catalog Procurement Services Roles and Responsibilities

Table 12. Exception Requests Roles and Responsibilities

Table 13. Planning and Analysis Roles and Responsibilities

Table 14. Service Center Reporting Services Roles and Responsibilities

Table 15. Service Center Availability SLRs

Table 16. Response Time SLRs

Table 17. Incident Resolution SLRs

Table 18. End-User Account Administration SLRs

Table 19. Client Satisfaction SLRs

Table 20. Service Center Services Reports

18/OCT/2010 Page 1

This is Appendix 1-B: Service Center Services SOO to the Agreement between Diplomatic Security (―DS‖) and Contractor. Unless otherwise expressly defined herein, the capitalized terms used herein shall have the meaning assigned to them in or in the Agreement.

1.0 Service Center Services Overview and Service

Objectives

1.1 Service Center Services Overview

This Appendix 1-B: Service Center Services SOO is the Statement of Objectives (or ―SOO‖) that sets forth the roles and responsibilities of the Parties for the Service Center Services (―Service Center Services‖) provided under the Agreement as part of the Services. Service Center Services are the Services and activities, as further detailed in this SOO, required to coordinate and respond to Incidents and Service Requests made by DS information technology (IT) Service Tower End-Users and technical staff at DS locations. The Contractor is responsible for providing a toll-free Service Center single point of contact (SPOC) and for providing end-to-end ownership (e.g., logging, tracking, Resolution and reporting) of Service Center Incidents and Service Requests. Service Center Incidents and Service Requests can be resolved by Service Center staff or may need to be referred/escalated to more-specialized entities for Resolution, such as DS staff, a vendor or other designated Third Parties.

In addition to the Services described in this Service Center Services SOO, Contractor is responsible for providing the Services described in Appendix 1-A: Cross-Functional Services

SOO.

The Contractor is expected to understand relevant Federal, NIST, DoS, DS, and CTO policies.

It is assumed that the Contractor is familiar with delivering services in the Federal Government environment.

1.2 Service Objectives

The following are the key high-level Service objectives DS expects to achieve through outsourced Service Center Services and this Service Center Services Statement of Objectives

(SOO):

Improve IT customer service and Incident Resolution speed through expanded Service hours, self-service abilities and skilled Service Center staff in the areas of industry-standard IT products

Improve DS efficiency and effectiveness by adopting Contractor-leveraged knowledge databases and best practices in the areas of customer reporting, logging, tracking, Resolving of IT Incidents and Service Requests

Improve efficiency and effectiveness by early identification and addressing of root causes of technical Incidents including working with specialized entities for Resolution such as DS staff, a vendor or other designated Third Parties, before they become trends

Have the ability to acquire skilled Service Center support for new technologies early in their life cycle while maintaining support for older technologies

Achieve the Service Level Requirements specified in Section 4 of this SOO

Consolidate incident management and change management processes in order to address Service Center requests more efficiently

18/OCT/2010 Page 2

Identify opportunities for improvement and work collaboratively to improve services for end users

Support the Bureau’s flexibility to standup new programs on short notice

Encourage innovation and understanding of emerging technologies

Increase accountability in all functional areas

2.0 Service Environment

2.1 Scope of the Service Environment to Be Supported

This paragraph describes the scope of Services described in Section 2. This includes Assets, facilities and locations, personnel, policies and procedures, licenses and agreements, work-in-progress and future initiatives. The following sub-sections and related Service Environment Appendices further describe and scope the Service Center Services environment to be supported and/or with which Contractor shall comply. These Service Environment Appendices are to be maintained by Contractor, reviewed with DS, updated by Contractor and made available to DS on a quarterly basis.

The types of Calls to be handled by Contractor Service Center include:

Infrastructure Incidents:

Hardware

Systems Software (i.e., operating systems, utilities)

Applications Incidents and ―How To‖ support for:

Packaged (COTS) office productivity Software

DS business applications

Password Support:

Resets

Requests for account privilege change requests

Requests for End-User account activation, suspension and termination

Service Requests

IMACDs requests

The Service Desk is provided by IRM. Support for OpenNet and ClassNet is provided by IRM.

The scope of services for this SOO is for support of services for all other DS Networks.

Contractor will provide Service Center Services specified in this Appendix for the following DS IT Service Towers:

Appendix 1-C: Data Network Services

Appendix 1-D: Data Center Services

Appendix 1-E: Distributed Computing Services

18/OCT/2010 Page 3

2.1.1 Service Center Supported Hardware and Software

A list of DS Service Center supported Software and hardware is provided in Appendix B.1— Service Center Supported Hardware and in Appendix B.2—Service Center Supported Software.

2.1.2 Service Center Software, Tools and Knowledge Databases

A list of Service Center Software, tools and knowledge databases used in the delivery of Service Center Services to DS is provided in Appendix B.3—Service Center Software, Tools and Knowledge Databases. This will include Remedy incident management and knowledgebase.

2.1.3 Service Locations

A description of the DS facility and office locations for which Contractor will provide Service Center Services is provided in Appendix B.4—DS Service Locations.

2.1.4 Personnel

Contractor will be responsible for providing appropriately skilled staffing to meet the Service Center Services Roles and Responsibilities and Service Level Requirements set forth in this

SOO.

2.1.5 Policies and Procedures

The policies and procedures with which Contractor will provide Service Center Services are provided in Appendix B.5—Service Center Policies, Procedures and Standards.

2.1.6 Required Languages

English is the current required language. Future DS requirements may involve Service Center support in additional languages. The following table specifies additional language requirements:

Table 1. Language Requirements

Language Requirements

Location Language Days of Week Hours

All domestic locations English 7 24

2.1.7 Work-In-Progress

DS currently has a number of IT initiatives in progress that are included within the scope of this SOO and may affect Service Center Services. Such projects are the responsibility of Contractor to complete within the time frames specified by DS. A list of these projects is provided in Appendix B.6—Service Center-Related Work in Progress.

2.1.8 Future Initiatives

Other IT related initiatives considered but not in process are included in Appendix B.7—Service Center-Related Future Initiatives.

18/OCT/2010 Page 4

2.2 Service Center Baseline Information

DS’s current Service Center utilization and projected usage is presented below. These business requirements represent DS’s most realistic projection of the Service requirements for Day 1 implementation based on a combination of past trends and current anticipated overall business direction over the term of the Agreement.

Table 2. Service Center Baseline Projections

System/Metric Yr 0 Yr 1 Yr 2 Yr 3 Yr 4 Yr 5 Comments

Total Number of Calls (monthly)

4450 4895 5385 5492 5602 5714 Based on Yr1 and Yr2 1% growth, with 2% growth thereafter.

Service Center Calls per End-User/per month (average)

.8569 .8570 .8571 .8582 .8583 .8582 Based on Yr1 and Yr2 1% user growth, with 2% growth thereafter.

Standard End-Users 5193 5712 6283 6399 6527 6658 Based on Yr1 and Yr2 1% user growth, with 2% growth thereafter.

VIP End-Users 190 190 190 190 190 190 Bureau Average

Tele-workers 800 900 1000 1300 1500 1700 DS Agent growth + 200 average casual users.

Level 1 Support: Level 1 / Tier 1 Support is supported under Department Consolidated Services

Break/Fix 0 0 0 0 0 0 Consolidated Services

Applications (all) 0 0 0 0 0 0 Consolidated Services

IP/Data Networking 0 0 0 0 0 0 Consolidated Services

Voice Communications Services 0 0 0 0 0 0

Consolidated Services

End-User Access/Resets 0 0 0 0 0 0 Consolidated Services

Network-Attached Printing 0 0 0 0 0 0 Consolidated Services

Local-Attached Printers/Peripherals 0 0 0 0 0 0

Consolidated Services

Installs, Moves, Adds, Changes 0 0 0 0 0 0

Consolidated Services

Security-Related 0 0 0 0 0 0 Consolidated Services

Other/No Subject/Misc.

89 98 108 110 112 114

Bureau supported Efforts

Level 2 Support

Break/Fix 45 49 54 55 56 57

Bureau supported Efforts

Applications (all) 2225 2448 2693 2746 2801 2857

Bureau supported Efforts

IP/Data Networking 27 29 32 33 34 34 Bureau supported Efforts

18/OCT/2010 Page 5

System/Metric Yr 0 Yr 1 Yr 2 Yr 3 Yr 4 Yr 5 Comments

Voice Communications Services

18 20 22 22 22 23 Bureau supported Efforts

End-User Access/Resets 668 734 808 824 840 857

Bureau supported Efforts

Network-Attached Printing 45 49 54 55 56 57

Bureau supported Efforts

Local-Attached Printers/Peripherals 45 49 54 55 56 57

Bureau supported Efforts

Installs, Moves, Adds, Changes

223 245 269 275 280 286 Bureau supported Efforts

Security Related 13 15 16 16 17 17 Bureau supported Efforts

Other/No Subject/Misc. 534 587 646 659 672 686 Bureau supported Efforts

Level 3 Support 520 573 630 642 655 669

Bureau supported Efforts

3.0 Service Center Services Requirements

3.1 Service Descriptions and Roles and Responsibilities

In addition to the Services, activities, and roles and responsibilities described in Appendix 1-A:

Cross-Functional SOO, Contractor shall be responsible for the following Service Center Services.

3.1.1 General Responsibilities

The following table identifies the general roles and responsibilities associated with this SOO. An ―X‖ is placed in the column under the Party that will be responsible for performing the task.

Contractor responsibilities are indicated in the column labeled ―Contractor.‖

Table 3. General Roles and Responsibilities

General Roles and Responsibilities Contractor DS

1. Provide expert Level 2 assistance to inquiries on the features, functions and usage of hardware and Software per Appendix B.1—Service Center Supported Hardware and Appendix B.2—Service Center Supported Software

X

2. Identify, escalate (e.g., Level 2 and Level 3 escalation), manage Incident Resolution and Close Incidents and Service Requests including those escalated to Third Parties

X

3. Provide appropriately trained Service Center staff for Level 2 remote support to meet DS requirements

X

4. Coordinate the Root Cause Analysis process on recurring and Priority 1 and 2 Incidents

X

18/OCT/2010 Page 6

3.1.2 Service Center End-User Services

3.1.2.1 Single Point of Contact

Single Point of Contact Services provide toll-free support for logging, tracking, Resolution and reporting of Service Center Incidents and Service Requests for all DS-supported environments.

The following table identifies the SPOC roles and responsibilities that Contractor and DS will perform.

The Service Desk (single point of contact) is provided by IRM and is outside of the scope of this SOO. This SOO provides a contact point for and access to the IRM Service Desk.

Table 4. SPOC Roles and Responsibilities

SPOC Roles and Responsibilities Contractor DS

1. Recommend SPOC procedures X

2. Develop, document and maintain in the Standards and Procedures Manual SPOC Contractor procedures that meet DS requirements and adhere to DS policies

X

3. Review and approve SPOC procedures X

4. Select and implement Software and hardware (e.g., IVR, ACD) needed to collect, track and manage Service Requests and Service Center Incidents received by the Service Center

X

5. Provide SPOC call-in access via a toll-free number for all Service Center Services described in this SOO for all DS IT Service Towers and DS Sites

X

6. Provide SPOC and coordination for all Incident reports and requests for information and Service (e.g., IMACs) in the Service Towers supported under this SOO

X

7. Provide multiple alternative communications channels, including voice messages, e-mail and intranet. In the case of Voice Communications Services, any IVR system must allow for immediate exit from the system and live communication with a Service Center agent

X

8. Record and redirect out-of-scope Service Tower Incidents and Service Requests

X

3.1.2.2 Service Center Operations and Administration

Service Center Operations and Administration Services are the activities associated with providing a stable Service Center environment and to effectively and efficiently perform procedures to ensure IT Services meet SLR targets and requirements. The following table identifies the Service Center Operations and Administration roles and responsibilities that Contractor and DS will perform.

Table 5. Service Center Operations and Administration Roles and Responsibilities

Service Center Operations and Administration Roles and Responsibilities

Contractor DS

1. Define Service Center Operations and Administration requirements and policies

X

2. Develop, document and maintain in the Standards and Procedures Manual Service Center Operations and Administration procedures that meet requirements and adhere to defined policies

18/OCT/2010 Page 7

Service Center Operations and Administration Roles and Responsibilities

Contractor DS

3. Review and approve Service Center Operations and Administration procedures

X

4. Provide additional Resources as needed during planned and unplanned critical events

X

5. Track/manage/report Service Center utilization X

6. Provide escalation contact list(s) for DS contacts X

7. Maintain and provide escalation contact list(s) for all Service Towers (including Third Parties such as vendors and service Contractors)

X

8. Issue broadcasts or other notices to provide status updates as required for planned and unplanned events

X

9. Manage access to Service Requests and Incident reports X

10. Develop and execute procedures for conducting End-User Satisfaction surveys in accordance with the Service-Level Requirements

X

11. Review and approve procedures for conducting End-User Satisfaction surveys

X

12. Maintain a continuous improvement program that improves Service Center Service delivery

X

13. Work with Contractor operational and technical staff and DS to identify solutions that minimize the need to call the Service Center (e.g., additional End-User training, Self-Help Support opportunities, Root Cause Analysis)

X

14. Review and approve solutions that minimize the need to call the Service Center

X

15. Coordinate and make available environment documentation (i.e., Network configuration, and inventory of Software to be supported)

X

3.1.2.3 Service Request and Incident Management

Service Request and Incident Management Services are the activities associated with end-to-end Incident Management processes including escalation to Level 2 and Level 3 specialists through a defined process, including Contractor’s primary resources, Third Parties, such as hardware and Software suppliers, other Third Party service Contractors as well as DS’s internal technical support resources. The following table identifies the Service Request and Incident Management roles and responsibilities that Contractor and DS will perform.

Table 6. Service Request and Incident Management Roles and Responsibilities

Service Request and Incident Management Roles and Responsibilities

Contractor DS

1. Recommend Service Request and Incident Management procedures X

2. Identify and describe priorities, response and Resolution targets for Incidents and Service Requests that have differing impacts

X

3. Develop, document and maintain in the Standards and Procedures Manual Service Request and Incident Management procedures, including procedures to receive and respond to DS Service Request Calls according to defined prioritization and Resolution targets, that meet DS requirements and adhere to DS policies

18/OCT/2010 Page 8

Service Request and Incident Management Roles and

Contractor DS

4. Review and approve Service Request and Incident Management procedures

X

5. Ensure that responses to Service Requests are based on priority and impact rather than the method used to notify the Service Center (e.g., telephone, e-mail, fax, direct input to Service Request system by End- Users)

X

6. Use the Department system (currently Remedy) and possibly an additional, designated tool, to document, manage and track all Incidents, Service Requests, Incident reports and inquiries regardless of the means by which the Service Request is submitted (e.g., telephone, e-mail, fax, direct online input by End-Users)

X

7. Provide end-to-end Incident identification, escalation, Resolution (management) and Closure process including those escalated to Third Parties

X

8. Receive, track, answer and Resolve, or monitor to closure, End-User and technical staff calls

X

9. Categorize, prioritize and log all Incidents (e.g., inquiries/problems/Service Requests) in the Service Center Incident system

X

10. Monitor Incidents (i.e., Service Center Incidents) and escalate per policies and procedures until Resolution and End-User satisfaction is achieved

X

11. Troubleshoot Incidents using the Contractor knowledge databases and/or Third Party knowledge databases (e.g., application vendor knowledge databases)

X

12. Resolve Incidents at Level 1 if possible, otherwise escalate to appropriate Level 2 or 3 resource as required

X

13. Provide expert functional and process ―How To‖ assistance for in-scope applications at Level 1 and escalate to Level 2 or 3 resource as required

X

14. Document solutions to Resolved Incidents in knowledge database X

15. Verify acceptance of Services by contacting the End-User to confirm results and level of satisfaction

X

16. Identify Incident characteristics and root cause for Level 1 and 2 Incidents

X

17. Ensure that recurring Incidents that meet defined criteria are reviewed using Root Cause Analysis processes

X

18. Verify that all records (e.g., inventory, asset and configuration management records) are updated to reflect completed/Resolved Service Request (e.g., IMACs)

X

19. Provide authorization for Closing of Service Requests and Service Center Incidents

X

20. Send Service Requests and Service Center Incident Closure notices per DS policies

18/OCT/2010 Page 9

3.1.2.4 Remote Device and Software Management

Remote Device and Software Management Services are the activities associated with managing, maintaining and troubleshooting devices and Software remotely over the Network to minimize the need to dispatch technical personnel for Incident Resolution. The following table identifies the Remote Desktop Management roles and responsibilities that Contractor and DS will perform.

Remote access is considered to be access between Department of State locations only.

Table 7. Remote Device and Software Management Roles and Responsibilities

Remote Device and Software Management Roles and Responsibilities Contractor DS

1. Define policies for the use of Service Center remote control tools X

2. Develop, document and maintain in the Standards and Procedures Manual Service Center Remote Device and Software Management procedures that meet requirements and adhere to defined policies

X

3. Review and approve Remote Device and Software Management procedures

X

4. Resolve Incidents and diagnose underlying Problems using remote-control capability and when possible implement corrective actions to Resolve Problems. If Resolution is not possible, escalate per the escalation procedures.

X

5. Utilize remote controls to manage and update Software, and to maintain configuration and inventory information

X

6. Utilize remote control tools to manage and enforce compliance with standards

X

7. Assist in enabling the enforcement of compliance to standards and the appropriate optimization of devices and software

X

3.1.2.5 End-User Administration

End-User Administration Services are the activities associated with managing and coordinating account activation, termination, Changes and expiration, and the management of End-User LAN resources. The following table identifies the End-User Administration roles and responsibilities that Contractor and DS will perform.

Any privileged access is only allowed to occur from a Department of State location.

Table 8. End-User Administration Services Roles and Responsibilities

End-User Administration Services Roles and Responsibilities Contractor DS

1. Define requirements and policies regarding End-User Administration X

2. Develop, document and maintain in the Standards and Procedures Manual End-User Administration Contractor procedures that meet DS requirements and adhere to DS policies

X

3. Review and approve End-User Administration procedures X

4. Receive, track and process requests for End-User account activation, changes and terminations

18/OCT/2010 Page 10

End-User Administration Services Roles and Responsibilities Contractor DS

5. Coordinate End-User account administration, activation, changes and terminations (e.g., Password/account setup and Password Reset, remote access connectivity, e-mail accounts, End-User IDs)

X

6. Create, change and delete End-User accounts per requests, in accordance with DS’s security policies

X

7. Coordinate as necessary with other specialized areas to manage End- User accounts

X

8. Perform Password Resets as required, in accordance with DS’s security policies

X

3.1.2.6 Installs, Moves, Adds, Changes (IMAC)

IMAC Services are the activities associated the end-to-end management and coordination of IMAC Service Requests including gathering the business requirements, providing authorization, logging the request, and facilitating fulfillment. All authorized IMAC requests are passed automatically to the local support team depending on the location and the product or Service being requested. Local support team could be Contractor, DS, or a combination depending on location. Examples of IMACS include, without limitation, adding PCs and moving local printers.

The following table identifies the Installs, Moves, Adds, Changes (IMAC) roles and responsibilities that Contractor and DS will perform.

DS vendor will be responsible for managing all DS IT inventory and associated tracking paperwork (e.g., DS-584 forms, ―excessing‖ forms, etc.) and the delivery and removal of hardware to be installed by IRM on OpenNet and ClassNet.

Table 9. Installs, Moves, Adds and Changes (IMAC) Roles and Responsibilities

Installs, Moves, Adds, Changes (IMAC) Roles and Responsibilities Contractor DS

1. Recommend IMAC procedures X

2. Develop, document and maintain in the Standards and Procedures Manual IMAC Contractor procedures that meet DS requirements and adhere to DS policies

X

3. Review and approve IMAC procedures X

4. Receive and track IMAC Service Requests X

5. Obtain the requisite approvals from the relevant DS stakeholders X

6. Confirm the requirements and scope and acquire DS approval of the IMAC Service Request

X

7. Contact the End-User and schedule an appropriate, agreed time for the work to take place

X

8. Approve IMAC schedule X

9. Coordinate approved IMAC requests with local support teams for delivery of IMAC services

X

10. Track and report status of IMAC requests X

11. Contact End-User to confirm completion of IMACs and satisfaction X

12. Verify completion of IMACs X

18/OCT/2010 Page 11

3.1.2.7 Self-Help Support

Self-Help Support Services are the activities associated with IVR capabilities, out-of-prime-time voice messaging with guaranteed call-back response, Intranet-based automated Self-Help Support, etc. The following table identifies the Self-Help Support roles and responsibilities that the Contractor and DS will perform.

Table 10. Self-Help Support Roles and Responsibilities

Self-Help Support Roles and Responsibilities Contractor DS

1. Define Self-Help Support requirements and policies X

2. Develop, document and maintain in the Standards and Procedures Manual Self-Help Support Contractor procedures that meet DS requirements and adhere to DS policies

X

3. Review and approve Self-Help Support procedures X

4. Implement Self-Help Support capabilities that enable End-Users to perform self-service including Password Resets and other administrative functions, ―How To‖ support through End-User access to knowledge bases and online Incident status checking. The DS Service Center handles password resets for DS networks and for all DS applications.

5. Monitor and review the effectiveness of Self-Help Support capabilities and usage

X

6. Develop and provide recommendations for improvements to Self-Help Support capabilities

X

7. Review and approve recommendations for improvements to Self-Help Support capabilities

X

8. Implement approved recommendations for improvements to Self-Help Support capabilities

X

3.1.2.8 Catalog Procurement

Catalog Procurement Services are the activities associated with developing and maintaining an online product catalog available to approved End-Users for the procurement of approved products. The following table identifies Catalog Procurement Services roles and responsibilities that Contractor and DS will perform.

Table 11. Catalog Procurement Services Roles and Responsibilities

Catalog Procurement Services Roles and Responsibilities Contractor DS

1. Define Catalog Procurement requirements and policies X

2. Recommend Catalog Procurement procedures X

3. Develop, document and maintain in the Standards and Procedures Manual Catalog Procurement procedures that meet DS requirements and adhere to DS policies

X

4. Review and approve Catalog Procurement procedures X

5. Provide and maintain an electronic product catalog, and ordering function that is accessible to DS End-Users

6. Provide product catalog variations by country and/or region X

18/OCT/2010 Page 12

Catalog Procurement Services Roles and Responsibilities Contractor DS

7. Define content and approve pricing for product catalog X

8. Validate and process product requisitions (e.g., validate accuracy of request or requisition, obtain proper approvals from DS create orders from requisitions)

X

9. Provide ongoing tracking and reporting on the status of all requisitions X

10. Place product orders based on processed requisitions per approved procedure

X

11. Provide order fulfillment estimate and commitment date X

12. Provide ongoing tracking and reporting on the status of all orders X

13. Invoice DS in accordance with DS approved invoicing procedures and feed data to DS’s finance systems

X

14. Provide order tracking and reporting to order close out per procedures X

3.1.2.9 Exception Requests

Exception Requests Services are the activities associated with fulfilling End-User requests for products or Services that are outside of standard DS policies. The following table identifies the Exception Requests roles and responsibilities that the Contractor and DS will perform.

Table 12. Exception Requests Roles and Responsibilities

Exception Requests Roles and Responsibilities Contractor DS

1. Define Exception Requests policies and requirements X

2. Develop, document and maintain in the Standards and Procedures Manual Exception Requests process, procedures and required forms that meet DS requirements and adhere to DS policies

X

3. Review and approve Contractor Exception Requests procedures X

4. Document Exception Requests in Service Center Incident management system, collect and analyze the request, recommend Exception Request action and process the request to fulfillment or denial, and advise the originator of the status

X

5. Review and approve exception requests X

6. Take the necessary action to implement the request. X

7. Provide Exception Requests status to requestor when approved X

3.1.3 Other Responsibilities

3.1.3.1 Planning and Analysis

Planning and Analysis Services are the activities associated with providing DS the most appropriate and effective level of Service, through ongoing Planning and Analysis. The following table identifies Planning and Analysis roles and responsibilities that Contractor and DS will perform.

18/OCT/2010 Page 13

Table 13. Planning and Analysis Roles and Responsibilities

Planning and Analysis Roles and Responsibilities Contractor DS

1. Identify and recommend Service Center solution that best meets DS business needs and expense/service level expectations

X

2. Review and approve recommended Service Center solutions X

3. Perform operational planning for Service Center capacity and performance purposes

X

4. Identify and recommend transitional plan and issues regarding facilities, layout and integration with other non-consolidated Service Centers (e.g., agency technical services)

X

5. Perform analysis of DS environment, including acquiring DS management team feedback, to identify the appropriate sets of skills, training and experience needed by Service Center staff

X

3.1.3.2 Service Center Reporting

Service Center Reporting Services are the activities associated with the preparation of and access to Service Center reports that are based on defined criteria. The following table identifies Service Center Reporting Services roles and responsibilities that the Contractor and DS will perform.

Incident and problem management Service Level Requirements are detailed in Appendix 1-A:

Cross-Functional Services SOO.

Table 14. Service Center Reporting Services Roles and Responsibilities

Service Center Reporting Services Roles and Responsibilities Contractor DS

1. Recommend a list of Service Center management reports X

2. Review and approve list of Service Center management reports X

3. Report on Service Center statistics and trends as specified in the Standards and Procedures Manual (e.g., Service Request volumes and trends by types of End-Users)

X

4. Report on trends in Service Requests indicating a need for training X

5. Audit report results and Service Center operations periodically X

6. Provide online/portal access to DS Service Center reports X

3.2 Exclusions

The following items are specifically excluded from this SOO:

NONE

3.3 Service-Specific Milestones

Milestones specific to the transition and deployment of Service Center Services are listed in the following table:

MILESTONE DESCRIPTION MILESTONE DATE

General Roles and Responsibilities Proposal recommended completion timeline

18/OCT/2010 Page 14

SPOC Roles and Responsibilities Proposal recommended completion timeline

Service Center Operations and Administration Roles and Responsibilities

Proposal recommended completion timeline

Service Request and Incident Management Roles and Responsibilities

Proposal recommended completion timeline

Remote Device and Software Management Roles and Responsibilities

Proposal recommended completion timeline

End-User Administration Services Roles and Responsibilities

Proposal recommended completion timeline

Installs, Moves, Adds and Changes (IMAC) Roles and Responsibilities

Proposal recommended completion timeline

Self-Help Support Roles and Responsibilities Proposal recommended completion timeline

Catalog Procurement Services Roles and Responsibilities

Proposal recommended completion timeline

Exception Requests Roles and Responsibilities

Proposal recommended completion timeline

Planning and Analysis Roles and Responsibilities

Proposal recommended completion timeline

Service Center Reporting Services Roles and

Proposal recommended completion timeline

4.0 Service Management

4.1 Service-Level Requirements (SLRs)

The following minimum Service levels are required at the end of the Transition Period. All times referenced are in Eastern Time.

Table 15. Service Center Availability SLRs

Definition Service Center Availability refers to the required time frames during which certain Services provided by the Service Center must be available to End-Users, and response to automatically generated Service Center Incidents must be achieved.

Service Center Availability

Service Center Availability

Service Measure Performance Target SLR Performance %

1) Automated Password Support

2) End-User Support

3) IT Operations and Technical Support

Schedule 1) 24X7

General Application support, other networks, -- all that is defined as in-scope

99.95%

18/OCT/2010 Page 15

Service Center Availability

Availability

Service Measure Performance Target SLR Performance %

Formula Availability (%) = 100% – Unavailability (%)

Where Unavailability is defined as:

( Outage Duration × 100%) (Schedule Time – Planned

Outage)

Measurement Interval

First Month—Measure Daily

Thereafter—Measure Daily

Reporting Period First Month—Report Weekly

Thereafter—Report Monthly

Measurement Tool/Source Data

TBD

Table 16. Response Time SLRs

Definition

Response Time is the number of seconds or cycles it takes an End-User to connect with Contractor’s contact center representative. Contractor will provide toll-free telephone lines in adequate quantity to handle call volume; ACD system(s) to record call date, time and duration information; and electronic interfaces to all systems for monitoring and reporting.

Response Time

Responsiveness

Service Measure Performance Target SLR Performance %

Speed-to-Answer Phone Response Time

20 seconds 98%

Call Abandonment Rate

Phone Response Time

5% 100%

E-Mail Response Rate

Online Response Time

2hour 98%

Voice Mail Response Rate

Voice Mail Response Time

30 minutes 98%

Response to Remedy ticket

Ticket response time 2 hours 98%

Formula Number of events per event Type within Performance

Target ÷ Total number of events per Type during

Measurement Interval = ―Percent (%) Attained‖

Measurement Interval First Month—Measure Daily

Thereafter—Measure Daily

Reporting Period First Month—Report Weekly

Thereafter—Report Monthly

Measurement

Remedy

18/OCT/2010 Page 16

Response Time

Responsiveness

Service Measure Performance Target SLR Performance %

Table 17. Incident Resolution SLRs

The time elapsed from the initiation of the Service Center Incident until Service is restored.

Incident Resolution

Incident

Resolution Service Measure Performance Target SLR Performance %

First Contact Resolution

First Contact Resolution Percentage

80% with <5% recalls N/A

Incident Closure Notice (via e-mail and/or phone)

Elapsed Time <20 minutes following Incident Resolution

98.0%

Root Cause Analysis

Schedule Provide monthly review of recurring and Level 1 and 2 Incident areas and Resolutions

100.0%

Formula Number of instances within Performance Target ÷ Total number of instances during Measurement Interval = ―Percent (%) Attained‖

Measurement Interval

First Month—Measure Daily

Thereafter—Measure Daily

Reporting Period First Month—Report Weekly

Thereafter—Report Monthly

Measurement

Remedy

Table 18. End-User Account Administration SLRs

Routine functions, such as setting up End-User IDs, changing End-User authorization tables, changing account codes and similar functions, which are handled by Contractor.

End-User Account Administration

End-User Account Administration

Tasks Service Measure Performance Target SLR Performance %

New End-User Account (Opennet, Classnet, network), 20 or less

Elapsed Time Completed within 1 Business Day of clearance notification

99.0%

18/OCT/2010 Page 17

End-User Account Administration

New End-User Account (Opennet, Classnet, network), More than 20

Elapsed Time Completed within 3 Business Days of clearance notification

99.0%

New End-User Account (Applications), 20 or less

Elapsed Time Completed within 1 Business

99.0%

New End-User Account (Applications), more than 20

Elapsed Time Completed within 3 Business Days of clearance notification

99.0%

New End-User Account (DS Networks), 20 or less

Elapsed Time Completed within 1 Business

99.0%

New End-User Account (DS Networks), more than 20

Elapsed Time Completed within 3 Business Days of clearance notification

99.0%

Password Reset Elapsed Time Completed within 5 minutes of receipt of request

95.0%

Privilege Changes Elapsed Time Within 2 Business Day hours of DS authorized request

95.0%

Disable End-User Account

Elapsed Time Within 5 minutes of DS authorized request

99.9%

Terminate End-User Account

Elapsed Time After 14 Business Days of authorized request

99.9%

Procurement Request

Elapsed Time Request entered within 1 Business Day

95.0%

Formula Number of instances within Performance Target ÷ Total number of instances during Measurement Interval = ―Percent (%) Attained‖

Measurement Interval

First Month—Measure Daily, Report Weekly

Thereafter—Measure Daily, Report Monthly

Reporting Period First Month—Report Weekly

Thereafter—Report Monthly

Measurement Method/Source Data

Table 19. Client Satisfaction SLRs

Client Satisfaction

18/OCT/2010 Page 18

Client Satisfaction Service Measure Performance Target SLR Performance %

Periodic Sample Response/ Distribution Rate

10% of closed Service Center Incidents surveyed within 48 hours of closing ticket – surveying all users

N/A

Periodic Sample Satisfaction

Client Satisfaction Rate

End-Users surveyed should be very satisfied or satisfied

90%

Scheduled Survey (preferred interval to be determined)

Client Satisfaction Rate

End-Users surveyed should be very satisfied or satisfied

90%

Formula 7. For periodic sample:

Number of responses with a very satisfied or satisfied rating ÷ total number of responses

8. For periodic sample satisfaction:

Sum of survey results from each participant ÷ total number of participants responding to periodic sample

9. For scheduled annual survey:

Sum of survey result from each participant ÷ total number of participants responding to scheduled survey

Measurement Interval

Periodic Sample—Measure Monthly

Reporting Period Report Monthly

Measurement Method/Source Data

4.2 Reports

Contractor shall provide written reports to DS regarding Contractor’s compliance with the SLRs in addition to the reports specified in this Section. Reports are required per the following table:

Table 20. Service Center Services Reports

Report Description Timing

Service Level Requirements (SLRs) Daily, Weekly, Monthly, Quarterly, Annually

TBD

5.0 Referenced Appendices

SOO Appendix Description

B.1 Service Center Supported Hardware

B.2 Service Center Supported Software

B.3 Service Center Software, Tools and Knowledge Databases

B.4 DS Service Locations

B.5 Service Center Policies, Procedures and Standards

B.6 Service Center-Related Work in Progress

B.7 Service Center-Related Future Initiatives

18/OCT/2010 Page 19