Vendor proposal.pdf

2433 South 9th Street Lafayette, IN 47909 roeing.com

AuthorityDMS Maintenance & Operations Proposal

Project Name: Illinois Housing Development Authority AuthorityDMS

August 15th, 2023

IHDA AuthorityDMS Support Proposal

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Table of Contents Company Profile

Roeing Organization Chart Roeing Service Delivery Model

Roeing Delivery Matrix Roeing Software Practice

Software Delivery Map Roeing Service Desk Practice

Roeing Service Desk Competitive Advantage & Experience

Proposal Summary

Proposal Scope System Enhancements and Modifications Releases Source Code Training Maintenance and Operations

Roeing Customer Care Communication Plan Project Management

Planning Roeing’s Service Desk (RSD)

Technical Requirements Tiers Defined Escalation Defined Roeing Service Desk (RSD) Service Desk Scope Hours of Operation Workflow Key Performance Indicators Service Desk Reporting

IHDA Support Agreement Terms & Fee Table

Appendix A – Roeing Service Desk Dashboard

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Company Profile Roeing Corporation d/b/a Roeing IT Solutions (Roeing) is a software consulting firm established in 1979 in Lafayette, IN. Roeing began constructing and implementing software systems in the late 1980’s that continue to be in production today. This is a testament to our ability to create sustainable systems that Roeing can support and maintain. Our core tenants of Integrity, Service, Community and Learning continue to be the hallmarks of our success.

Company Information

Legal Name Roeing Corporation

Street Address 2433 South Ninth Street, Lafayette, IN 47909

PHONE: (765) 474-5402

WEB SITE: www.Roeing.com CONTACT: Steven M. Fey; sfey@roeing.com

Legal Incorporation Status

S-Corporation State of Indiana

Subsidiaries None

Size 50+ full time employees.

Established 1979

Certifications

Four decades of success are the result of a client centric approach to delivering complex IT solutions.

http://www.roeing.com/ mailto:sfey@roeing.com

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Roeing Organization Chart Below is an organizational view of how Roeing is structured to deliver best in class IT Services and software systems.

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Below is a timeline and milestones for Roeing IT Solutions from 1979 – 2021.

The history and timeline for Roeing IT Solutions as it relates to our software products and services is outlined below.

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Roeing Service Delivery Model Operationally, Roeing is constructed of disciplines that make up the Roeing delivery model. These disciplines can be thought of as a grouping of like skill sets. The Roeing Delivery Matrix (below) is a way of identifying and representing the way Roeing delivers IT professional services. This unique operational model allows Roeing to provide an exceptional service to the end client. The Matrix enables Roeing to scale to market demands and build out high powered delivery teams. Roeing enjoys below market attrition rates with IT Talent by providing clear career paths with inter discipline mobility. This model is a way of identifying and representing the disciplines that must be present to provide exceptional technology service within budgeted time frames and financing.

Each of the disciplines has corresponding processes and methodologies integrated into the Roeing enterprise.

Roeing delivers each project by assembling Project Teams utilizing this Discipline-Based Matrix concept.

Supporting the Roeing Delivery Matrix is a Talent Acquisition team. All delivery is supported through various operational divisions, Executive stakeholders, and various technical and operational partners.

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PMO &

Project Manager(s)

Project D

Project C

Project B

Project A

Engagement Manager

Service Desk

Technology

Infrastructure

Software

Roeing Delivery Model

Client Project

Client Team

Roeing Talent Acquisition

Roeing Operations / Executive / Partners

Roeing Delivery Matrix

Our commitment to project excellence includes an Engagement Manager for every engagement. The Client Engagement Manager is a single touch point for the client portfolio. A trusted advisor that can escalate within Roeing if needed. The Engagement Manager provides communication and delivery of business presentations to senior management and clients and is responsible for identifying, understanding, and communicating, client satisfaction and client expectations through client surveys and interaction.

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Roeing Software Practice Roeing’s Software discipline assures that clients are provided with the cutting edge and optimal software products and services. Many of the products and services which Roeing provides are mission-critical to our clients.

Roeing leverages Microsoft as a partner to secure, state-of-the-art data centers, the latest and most advanced software tools and products (e.g., Dynamics 360 and Azure). Roeing utilizes PMBOK and certified AGILE methods to ensure projects exceed expectations and are delivered on time and on budget.

Software Delivery Map

Software Service Delivery

Chief Strategist Director of

Software Delivery

Project Management

Solution Architecture Business Analyst Engineering Database App Security Service Desk

PM Staff SA Staff BA/PA Staff Dynamics DBA Staff Security Staff Help Desk

Dynamics Staff .NET Staff

.NET

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Tier 3 Support

Director

Roeing Service Desk

Infrastructure

Technology

WIC Services Software Products

Customer Service Agents (Tier 2)

Customer Service Agents (Tier 1)

Roeing Service Desk Practice

Roeing’s Service Desk discipline assures that clients are provided with the cutting edge and optimal help desk products and services. Roeing leverages ConnectWise and Level365 as a partner to provide state of the art help desk software, dashboard reporting and connectivity.

Roeing Service Desk

Competitive Advantage & Experience Roeing IT Solutions has the personnel and technical expertise available to meet and exceed IHDA expectations supporting the AuthorityDMS software ecosystem and subsequently the IHDA user community. We have deep institutional knowledge of government IT and processes within housing, energy assistance and community services. Roeing developed the AuthorityDMS software in 2007 and has continued to support the system for multiple Housing Authorities.

Roeing IT Solutions has been supplying systems for LIHEAP and Weatherization for over 20 years and case management systems for over 25 years. Members of our team have years of experience with these systems, and we have members who have worked for Community Action Agencies and Area Agencies on Aging. Our team has worked with Community Action Agencies to develop and refine our systems to support their needs.

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Proposal Summary The AuthorityDMS application software is utilized by the Illinois Housing Development Authority (IHDA) which is licensed by the Indiana Housing and Community Development Authority and maintained by Roeing. For the purposes of this proposal, IHDA will exercise its right to the AuthorityDMS source code and Roeing will perform support services on IHDA’s copy of the AuthorityDMS software. This proposal is for the support, maintenance, and enhancements of that software based on the needs of IHDA. This document outlines how Roeing and IHDA will collaborate, manage, and support the system to ensure that the needs of IHDA are met and exceeded.

Proposal Scope Roeing is proposing the following services as a baseline support agreement for IHDA as it relates to the AuthorityDMS software platform.

♦ Minor Software Enhancements – Updates to AuthorityDMS will be provided to fix application software errors and performance. Minor software enhancements will be provided as part of the normal release schedule. Minor Software Enhancements are defined as Level of Efforts (LOEs) of less than ten (10) hours.

♦ Error Correction – An error is defined as any aspect of the software performance which does not conform substantially to the operation specified in the user documentation. Customer identified errors will be corrected and brought into conformance with the user documentation or software specifications.

♦ Hot Fixes – Error Corrections that are deemed critical in nature will be expedited through a special release outside the normal release cycle.

♦ Power BI Support – Support for Power BI will be available to answer basic questions concerning making slight changes to existing reports or dashboards. The creation of new reports or dashboards will be considered Custom Reports and handled under System Enhancements as described below.

♦ Data and System Corrections – Data and System Corrections include any corrective actions accomplished by Roeing staff which are necessary due to Customer error(s) or unauthorized data access by Customer. Unauthorized data access by Customer is defined as any Customer editing or entering of data other than through the normal system user interface.

♦ SQL Support – SQL support includes database tuning, maintenance routines, backups, restores, database performance analysis, etc. which are considered professional consulting services outside the “Support Services” and will be provided to the Customer at the SQL rate in the fee schedule.

♦ Program Consulting – Consulting to review AuthorityDMS features, functions, business processes, rules, compliance, reports, etc. which are part of the evaluation process to consider the implementation of new modules will be considered Consulting which will be available to IHDA at the rate in the fee schedule.

♦ Roeing Service Desk support, Roeing will provide help desk support during regular IHDA business hours.

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System Enhancements and Modifications System enhancements fall into two categories: minor modifications and functionality changes. Requested modifications will be scheduled by the Roeing Project Manager for release in a scheduled AuthorityDMS release. Scheduled releases generally occur the second week of each month. In the case of critical issues, Roeing will determine when a fix for the issue can be released out of the normal cycle and communicate that with the IHDA Primary Contact or Escalation Contact.

Minor modifications may be submitted as tickets through the ticket portal. Minor modifications are defined as changes to the system with simple business logic that do not significantly change functionality. These are changes that are limited in scope and can be easily discussed but do not require the creation of a document to outline how the changes will be implemented or affect the system. These are generally changes that require ten hours of effort or less.

Modifications to the system which will have a moderate or significant change to functionality will be addressed with a Statement of Work (SOW). The Statement of Work, although a separate document, is a part of this agreement and the costs incurred by the SOW are included in the Not to Exceed amount stated in the IHDA Support Agreement below. These modifications require definition, design, development, testing, and sign-off.

The SOW enables both Roeing and IHDA to understand the modifications that are requested, how those modifications will be implemented, how they will be tested, the cost associated, and the timeline for delivery.

The process of a standard SOW development and delivery will include these steps

♦ Identification of the need.

♦ Definition of requirements by IHDA and Roeing.

♦ Review and acceptance of the requirements by IHDA.

♦ Development of the SOW document by Roeing.

♦ Review and acceptance of the SOW by IHDA.

♦ Development effort by Roeing.

♦ Test plan creation and testing by Roeing.

♦ Delivery of release to IHDA along with test plan generally with a scheduled release.

♦ Testing by IHDA.

♦ Acceptance of delivery by IHDA.

Releases Software releases are scheduled the second week of each month based on necessary fixes and planned enhancement projects. Software releases consist of compiled code and the associated documentation. These software releases include the following.

1. Software Release – Software Enhancements and Error Corrections will be made available to Customers in Software Releases from time to time as scheduled by Roeing. The release is provided through the AuthorityDMS SharePoint portal.

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2. Release notes will be provided to the client’s primary contact for distribution to all internal users.

3. New Documentation – Documentation to accompany Software Enhancements will be provided when available via the AuthorityDMS SharePoint portal. The term “documentation” shall mean the documentation relating to the AuthorityDMS software and all manuals, reports, brochures, specifications, and other materials comprising such documentation.

4. A copy of the latest source code will be provided to IHDA following the current practice of a secure shared folder.

The agreement between IHDA and Indiana Housing and Community Development Authority grants IHDA rights to the source code for the AuthorityDMS system. With each scheduled release, Roeing will make available a copy of the matching source code to IHDA. This will include the Visual Studio solution files that make up the source code for AuthorityDMS. The source code release includes all code and files included in AuthorityDMS. It does not include any third-party tools used in the source code that require licensing such as UI toolkits or other tools. The source code for the database is not provided since that exists within the release and on IHDA servers in an uncompiled format. IHDA can request additional source code releases at any time and Roeing will provide them within three business days.

Roeing maintains a test site for AuthorityDMS to allow IHDA to review modifications prior to them being installed in the IHDA QA environment. This environment is updated as part of the release process.

Source Code Roeing utilizes Microsoft DevOps Server for source code management and work item tracking. DevOps Server allows the tracking of all modifications to code and the associated work items. The code change archive is maintained for a minimum of three years.

Training ♦ Roeing will provide training to IHDA upon request. This training can be handled either through a ticket or communicated through the weekly status meetings. Training services are available to IHDA at the rate in the fee schedule.

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Maintenance and Operations

Roeing Customer Care Roeing prides itself on putting the customer in the center of everything we

do. Our white glove service is offered through the following model. There are numerous touchpoints and escalations with the Roeing Customer Centric model.

Roeing believes that we support our clients as a team, we listen to our customers, we are honest about what we don’t know, and we practice empathy will all stakeholders. Finally, we know our products and services to provide the end client with the most efficient and cost-effective service desk offering.

The table below highlights the Roeing’s staffing plan that is typical for a project of this scope and size. It also includes Roeing’s consolidated Service Desk and staff are also included.

Job Title Named Resource Key Responsibilities

Account Executive & Client Engagement Manager

Steve Fey ♦ Ensure that the client is satisfied with project progress and outcomes

♦ Act as a point of escalation for client leadership and executive sponsor

Customer Technical Manager & Architect

Brad Forgey ♦ Provide support to technical staff for AuthorityDMS

♦ Institutional knowledge of the software ♦ Deep understanding of the agency programs and overall business objectives, regulations, and operations

♦ Escalation for the Roeing Project Manager, Developers and Roeing Business Analyst

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Communication Plan Communications are key to ensuring that Roeing can meet the needs of IHDA in a timely and accurate manner.

To ensure that communications are properly routed and both organizations understand the needs and timeframes involved, we will use the following communication structure.

Each organization will specify two named contacts for communications: a primary point of contact and an escalation contact. The primary point of contact (POC) for Roeing will be a Senior Business Analyst and a Project Manager. IHDA will also assign two named contacts for communications: a primary point of contact and an escalation point of contact.

The IHDA Primary Contact will be responsible for communicating all work that will be completed. This will ensure that IHDA maintains control over the prioritization of support, maintenance, and enhancements needed and Roeing manages the scheduling of the work.

POC Roeing Project Manager

♦ Brad Bednar ♦ Managing Roeing project staff ♦ Directs workflow & workload ♦ Monthly and quarterly reporting ♦ SME with Roeing delivery tools (Microsoft DevOps

Server) POC Senior Business Analyst

♦ Don Kloepfer ♦ Translates agency program requirements to AuthorityDMS technical requirements

♦ Leads User Story Sessions ♦ Leads Vetting Sessions with User Story Champions ♦ Convey system functionality and how it maps to

Agency programs ♦ A deep grasp of federal, state, and local regulations for IHDA ♦ Institutional knowledge of AuthorityDMS functionality (Backup POC) Senior Business Analyst

♦ Sarah Palmer ♦ Provides a pipeline and knowledge share of POC Business Analyst

♦ Translates agency program requirements to AuthorityDMS technical requirements

♦ Leads User Story Sessions ♦ Leads Vetting Sessions with User Story Champions ♦ Convey system functionality and how it maps to

Agency programs

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IHDA POC ♦ TBD ♦ Roeing’s Primary contact for Maintenance and Operations Statement of Work

♦ Approves Level of Efforts (LOE) and subsequent work products.

IHDA Escalation ♦ TBD ♦ IHDA AuthorityDMS Maintenance and Operations decision maker and Project Sponsor.

♦ Approves AuthorityDMS contracts and budgets.

Project Management Roeing will schedule recurring status calls between Roeing and IHDA. The calls will include the primary contacts from Roeing and IHDA plus any team members from either organization needed based on the topics of discussion.

♦ Roeing primary contacts o Solution Architect o Engagement Manager o Project Manager o Senior Business Analyst o Business Analyst

♦ Meetings will be scheduled every other week for one hour and adjusted, as appropriate, based on the current needs and topics of conversation.

♦ The meetings will use collaborations tools like Microsoft Teams. After each status call, a summary of the discussion as well as action items will be documented by Roeing and sent to IHDA.

Planning Project planning meetings will be scheduled every three months. The project planning meetings will allow our teams to discuss in depth current and future functionality as well as a plan for larger project work and scheduling. Ideally, project planning meetings will be conducted in person at the IHDA offices. However, Microsoft Teams will be used as an alternative when required. The project planning meetings will include topics such as:

♦ Project planning for the next 6 months ♦ Planning for module implementations ♦ Discussion and review of DMS modules for IHDA staff

Review of IHDA processes

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♦ Exploration of opportunities to improve AuthorityDMS usage by IHDA ♦ Demonstration of new enhancements added to the core product ♦ Discussion and scheduling of any upcoming mandatory regulatory enhancements

Roeing’s Service Desk (RSD) Roeing understands that clients who utilize the AuthorityDMS system require high quality customer service support. Roeing has a team of professional, knowledgeable, and friendly customer service experts ready to provide an excellent customer experience to AuthorityDMS users.

The following are key elements of Roeing’s AuthorityDMS customer service plan:

• Key project deliverables for the implementation and operation of an effective Service Center to support the functional areas identified.

• Perform Tier1, Tier 2 and Tier 3 services for inbound assistance to the IHDA community. Tier 3 requests will require subject matter experts (SME’s) and will be ticketed and escalated to the appropriate department.

• All telephone calls, or email will be captured in a ticketing system.

• Escalation and management of complex issues through the ticketing environment.

• Regular meetings and quality checks by client account support staff with department Directors or assigned staff members.

• Monthly reports to IHDA personnel to track call volume, identify call trends and pinpoint area for improvement.

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Technical Requirements

• Roeing utilizes ConnectWise and Level 365 for IHDA support (Appendix A - RSD/CW Dashboard)

• Ticketing system

• Customer interaction recordings o Retention and

Archived

• Quality Assurance tools for phone calls

• Email logs o Retention and Archived

Tiers Defined

Tier 1 support

IHDA will continue to support Tier 1 support requests and manages/controls escalation of Tier 2 and Tier 3 support tickets to Roeing.

Tier 2 support

Inbound requests related to AuthorityDMS functionality, programming, and data interdependencies.

Tier 3 Support

Defined as complex questions that require a level of AuthorityDMS expertise found among the Roeing’s Technical staff. Tier 3 questions can and will be escalated to the appropriate Roeing department and personnel.

Support needs at this level would include issues with the AuthorityDMS system for which a support ticket is required.

Escalation Defined IHDA will serve as Tier 1 as agreed upon for all inbound support requests. In the event that a call evolves into a support or consulting request that cannot be resolved by Tier 1, the service ticket will be escalated to the appropriate Customer Service Agent as Tier 2.

IHDA TIER 1

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The Service Desk will act as a liaison between the AuthorityDMS user and the Roeing functional support units (Tier 2) and (Tier 3) in the event a request requires escalation.

Roeing Service Desk (RSD)

Job Title Key Responsibilities

Service Desk Manager

♦ Dee Lucas ♦ Managing RSD staff ♦ Directing agent’s workflow & workload ♦ Monthly and quarterly reporting ♦ SME with RSD tools

Customer Service Agent (CSA)

♦ Dani Gulitz ♦ Tier 2 Support ♦ Answering Service Desk tickets for a wide variety of technical issues ♦ Communicate with Tier 3 support ♦ Provide quality support to clients for products and services ♦ Software Product and service knowledge

Customer Service Agent (CSA)

♦ Sarah Palmer ♦ Tier 2 Support ♦ Answering Service Desk tickets for a wide variety of technical issues ♦ Communicate with Tier 3 support ♦ Provide quality support to clients for products and services ♦ Software Product and service knowledge

Tier 2 Support ♦ Don Kloepfer ♦ Tracks down potential bugs ♦ Write reports and queries the database to determine issue ♦ Issue resolution with Tier 3 developers ♦ Deep knowledge of AuthorityDMS

Tier 3 Support ♦ James Bergeron ♦ Developer of the AuthorityDMS software ♦ Troubleshooting ♦ Bug recreation ♦ System Testing ♦ User Acceptance Testing ♦ Migration to Production ♦ Smoke Testing ♦ Production Releases

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• Service Desk Manager o Peak Call Management o Background checks for CSA employees o Security and Training measures taken to properly handle confidential information including PHI and State subsidy data o CSA’s are a combination of both home-based and on HQ premise o Continuous training o Remediation for underperforming CSAs o Assessments used to determine CSA’s knowledge o Documented process by which IHCDA may request removal of a CSA

Service Desk Scope This proposal encompasses the Service Desk and Support Services defined below for the AuthorityDMS system.

This includes email, ticket portal and phone support.

• Help desk support will be available to all users via phone support, ticket portal and email. Each support incident will be recorded in our ticketing system. IHDA/AuthorityDMS users can initiate a ticket via a phone call during business hours. The ConnectWise system will automatically create a help desk ticket. To submit a ticket by email, address the email to DMSsupport@roeing.com and include all information about the issue or modification.

• The ticket portal is available to specific IHDA users at https://connect.roeing.com/support . IHDA may request access to the ticket portal for specific users.

• For telephone requests, the Customer Service Agent will create the ticket and do basic troubleshooting with the users during the phone conversation. If they are unable to resolve the issue the ticket will be escalated to Tier 2 support Customer Service Agent.

If a Customer Service Agent is not available to take the call and the end-user cannot wait on hold for an agent to become available, the end-user will be directed to leave a voicemail message. All voice messages left during normal business hours will be responded to within 60 minutes. If the message is left during published Service Desk hours. A voice message left outside of published hours will be responded to within 60 minutes the following business day.

All telephone conversations or voice mail requests will be entered into the ticketing system for tracking SLAs and response times. The ticketing system is configured to communicate via email with the end-user when a ticket has been updated or closed. The ticket notification workflow will be customized to meet the SLA requirements of the AuthorityDMS users. All conversations and troubleshooting procedures will be documented on the ticket for historical or knowledge base purposes. AuthorityDMS users will have the ability access all open or historical tickets based on user and geographic location.

mailto:DMSsupport@roeing.com

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The ticketing system has the ability to create troubleshooting procedure checklists and associates them to a service ticket depending on the ticket profile. Procedural checklists will be created and attached to tickets based upon the profile of the request and specific criteria for the following data elements: service type, service sub-type, service item, team, location, source, severity, impact and priority. Standard service templates with specific tasks and/or documents to manage the steps to be followed for basic services can be created. This process enables support staff to easily manage certain items since there is only in one place to maintain all the correct tasks that need to be completed to deal with a particular task. With this process in place, support staff knows exactly what to do to resolve a question and more important a consistent solution will be given to the user independent of who handles the issue.

All telephone support issues will follow the procedures described above for telephone support. Issues that require remote troubleshooting will be scheduled with the AuthorityDMS user to allow the support team to schedule remote access with the AuthorityDMS user to diagnose the problem. The AuthorityDMS user will be engaged in the process to grant access to their computer and observe the troubleshooting process. Many times, the support analyst will be talking to the AuthorityDMS user on the telephone at the same time they are performing the remote troubleshooting. This method of support provides the best means of diagnosing the problem and quickly resolving the issue. Upon resolution the support ticket will be updated to document the procedure for historical analysis, reporting or SLA compliance.

If the issue cannot be resolved within the initial call, an email or follow up call will be arranged with the user which acknowledges receipt of the issue, what is being done and an estimated timeline for resolution.

Hours of Operation Roeing’s Service Desk location is located in Lafayette, IN with satellite locations in Logansport and Indianapolis.

The Service Desk will be staffed between the business hours of 8:00AM CST and 5:00PM CST, Monday through Friday except for the identified holiday’s listed below. The help desk will also be staffed on federally recognized holidays that are not observed by certain IHDA.

• New Year’s Day

• Memorial Day

• Independence Day

• Labor Day

• Thanksgiving Day and the day after

• Christmas Eve and Christmas Day

Workflow Once the Helpdesk has been contacted, a ticket will be created using ConnectWise and the initial troubleshooting of the issue will begin. A ConnectWise ticket will be created profiling the issue using the properties below in order to create automated workflows or attach resolution checklists, etc. As an example, the following information can be tracked for each ticket:

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• Ticket Queue

• Status

• Service Type: Software

• Service Sub Type: AuthorityDMS

• Service Description:

• Where: remote, home, public domain, other

• Severity: critical, low, etc.

• Priority: high, medium or low

• Contact:

• Site Name: AuthorityDMS

At the time a ticket is created it tracks every touch with a date/time stamps for every activity until the ticket is coded as resolved. At the time of closing the ticket, the end user receives an email confirming the completion of the ticket with the resolution imbedded in the email message. Ticket resolution information also becomes part of the knowledge base for users to search for problem resolution. The knowledge base information can be exposed through the customer portal or the SharePoint site.

The ticketing system will be configured to efficiently and expeditiously handle IHDA support issues. All tickets entered into the ticket system will identify the user, location and the problem. The Customer Service agent will be actively monitoring a dedicated IHDA Support Dashboard in order to immediately address and assign open tickets to a Customer Service Agent. In addition, the IHDA Support Dashboard will alert the Customer Service Agent immediately upon creation of a new ticket. Each ticket will track the priority, age of the ticket, issue type, location, as well as many other data elements which all can be used as triggers for workflow notifications and SLA thresholds. This very comprehensive ticketing system will give Roeing the ability to address and handle the needs of IHDA.

All tickets will be monitored by the Service Desk Manager via a ticketing dashboard for specific types of issues.

New tickets unassigned – If the ticket isn’t acted upon within 60 minutes, the end-user is contacted and the ticket is assigned to level two support.

The ticket queue will prioritize tickets based upon severity and length of time open. The support analysts will respond to tickets in that order of priority. With the implementation of IHCDA Service Desk it is anticipated that all tickets will be generated from a phone call. The ticketing system will be utilized for tracking and reporting purposes for all stakeholders.

If the Customer Service Agent receives a critical issue that they are not able to resolve they will immediately contact the next level of support for assistance. Critical issues are escalated with a verbal confirmation that the notified staff member has received the issue with a clear understanding of the urgency of the problem. Non-critical issues will be escalated via the ticketing system with a lower priority. Support staff will monitor their appropriate queue throughout the day for escalated tickets.

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Key Performance Indicators

• Monthly and Annual Service Level metrics reporting

• Custom reporting available based on IHCDA custom requirements

Service Desk Reporting Real time data will be available at the detail and summary level. Reports will be generated at the enterprise and module level. Typical summary reports by day, week, month, and year will include:

1. Number of inquiries for a period of time and source of inquiry

2. Number of abandoned calls

3. Average talk time

4. Average response time

5. Average handle time

6. # of calls awaiting call backs

7. Other categories as requested by IHDA

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IHDA Support Agreement Roeing recommends IHDA enter a professional service agreement that will provide professional consulting services listed in the Terms & Fee table below. The premise of the agreement would allow IHDA to budget for services based on an annual not to exceed amount and be assigned a dedicated account service team. Roeing’s support team provides end-to-end managed support for our AuthorityDMS product suite as well as project consulting services. The Roeing support team will engage with IHDA to provide technology leadership with respect to:

• Technological liaison with HFA compliance experts & Reporting Recommendations

• AuthorityDMS Assessment on an annual basis

• Process Flow Consulting

• Best Practice Consulting

• Technology Leadership

• Quarterly Meetings with the IHDA Project Team

Terms & Fee Table

Terms

Duration 1 year

Type Time and Materials Billed to ¼ hour (.25)

Not to Exceed Amount $50,000

Invoicing Monthly Net 30 days

Roles & Hourly Fees

Solution Architect

$200 Business Analyst/Consulting

$130

Database Analyst $150 Customer Service Agent $120

Senior Project

$180 Engagement Management

$180

Installer $145 Quality Assurance $160

Training

$145 Technical

Writer/Documentation $110

Developer/Coder $150 Administration $60

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Appendix A – Roeing Service Desk Dashboard

Competitive Advantage & Experience

Appendix A – Roeing Service Desk Dashboard