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ANNEX a – STATEMENT of WORK Shared Services Canada (SSC)

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ANNEX a – STATEMENT of WORK Shared Services Canada (SSC) [STREAM A] ANNEX A – STATEMENT OF WORK Shared Services Canada (SSC) 1 Shared Services Canada [STREAM A] ANNEX A – STATEMENT OF WORK Summary of Service Desk Requirements 1.0 General Requirements Baseline Volumes: the Contractor must have the capacity to handle current contact volumes, and will be required to accommodate growth in volumes. Resourcing Elasticity: the Contractor must have the capacity to accommodate increases in contact volumes (up to 30%) for short or long term events (i.e. Olympic Games, G-7, G-20, Elections, Francophone Games etc.) with 90 days notification of increased capacity requirements and duration thereof. Support emergency/crisis situations: The Government of Canada mobilized resources quickly to address the COVID-19 crisis. The Contractor must have the capability to support these types of situations and allocate resources when necessary. During these times, a Heightened Awareness Window (HAW) is enforced to ensure that technical teams respond quickly in the event of an incident (no matter the priority) affecting a particular Service, Application, etc. Although the HAW will trigger an immediate response, it is still integrated with the existing Incident Management process. The Contractor will make available manager/supervisor/agents level resources for reporting and status of the service desk as well as to relay operational changes needed to be implemented by the service desk. Hours of Operation (ESD): the Contractor must provide ESD support services 24 Hours a day, 7 days a week, and 365 days a year (including all holidays) to Partner Service Desk Agents. Hours of Operation (EUSD): the Contractor must provide EUSD support services to end-users during established Core Business Hours for EUSD Customers (excluding weekends and Federal Statutory Holidays). Language: the Contractor must provide support services to users of the ESD and EUSD in the official language of their choice. Those support services, including all written and verbal communications, must be of equal quality and level of service in English and French, at all times. Service Level Requirements: Contractor service/performance shall be managed through a Service Level Agreement establishing Minimum Service Levels on multiple Service Level Categories relating to response times, resolution rates, quality and customer satisfaction. Remediation: the Contractor shall be responsible for ensuring that performance meets or exceeds Minimum Service Levels in each month of the Contract Term. The Contractor is responsible for the cost and expense for all actions relating to the reporting and remediation of Service Level Failures. Chronic Service Level Failure: in the event of Chronic Service Level Failures (2 or more consecutive months), the Contractor must deploy specialized management and non-operational resources to address chronic Service Level Failures. The Contractor will be responsible for the cost and expense of deploying these additional resources. For persistent service quality issues and failure to remediate/resolve root causes resulting in Chronic Service Level Failures, SSC may invoke the Termination for cause clause of the Agreement. Quality Assurance: the Contractor shall implement prescribed Quality Assurance processes and procedures and shall participate in the enhancement of those processes and procedures over the duration of the Contract Term. Metrics Repository: the Contractor shall be responsible for obtaining analytics from the ITSM Tools, Telephony Reporting Platforms and Service Catalogues for the purposes of completing monthly Service Level Requirements (SLR) and periodic Key Performance Indicator (KPI) reporting. Analytic data obtained by the Contractor for the purposes of completing monthly Service Level Requirements (SLR) and periodic Key Performance Indicator (KPI) reporting shall be retained by the Contractor in a metrics repository provisioned by SSC for that purpose. The metrics repository shall be organized into a searchable database in chronological order from contract inception through to the end of the Contract Term. The Contractor shall partition the metrics repository into ESD and EUSD segments with the EUSD segment further partitioned into Public Service and Procurement Canada (PSPC), Health Canada (HC), Shared Services Canada (SSC), Canada School of Public Service (CSPS) and Infrastructure Canada (INFC) segments. 2 Shared Services Canada [STREAM A] ANNEX A – STATEMENT OF WORK Updates to Metrics Repository: the Contractor shall ensure that updates to the metrics repository are aligned with SLR and KPI reporting timelines. In other words, the SSC must be able reconcile SLR and KPI report content to the source information in the metrics repository immediately upon report issuance. Access to Metrics Repository: the Contractor shall provide SSC with on-line, real-time access to the metrics repository. Service Level Requirements (SLR) Reporting: the Contractor will continuously monitor and measure its performance for all Service Categories and shall measure and report the Level of Service for each Service Category for each month of the Contract Term. KPI Reporting: the Contractor shall report on Key Performance Indicators (KPIs) in a prescribed manner and frequency (i.e. daily, weekly, and monthly accumulations). Report Repository: SSC shall provide a secure common drive for storage and retention of all SLR and KPI reports. The Contractor shall be responsible for uploading and organizing reports to the common drive in accordance with the respective reporting deadlines. 2.0 Delivery Location Requirements General: The Contractor must provide and make ready for use the delivery Locations required to house ESD & EUSD contact centre resources where such facilities are compliant with the GC requirements. Multiple Facilities: The Contractor must provision and deliver services from at least 2 distinct facilities to provide service redundancy and resilience. Located in Canada: the two Contractor Facilities must be located in Canada. Geographical Separation: the two Contractor Facilities must be sufficiently geographically dispersed within Canada at a minimum distance of 200 Km so that they cannot be impacted simultaneously by adverse climatic conditions, infrastructure service disruptions (i.e. power outages), and crisis situations. Service Desk Services: the ESD and EUSD shall be accommodated in Contractor-provided and managed facilities with the distribution of personnel to be managed by the Contractor. Site Inspection: SSC shall have the right to inspect the Contractor Facilities prior to commencement of service delivery and periodically during the term Contract Term. Dedicated Environment: all Contactor Services must be accessed directly and performed within a secure and dedicated environment, independent to that of the Contractor’s other environments. This will facilitate independent audits of Contractor service. 3.0 Infrastructure Requirements Desktop Devices and Telephones/Headsets: at their expense, the Contractor shall provide workstations (including operating software) and telephones/headsets for all employees, agents, sub-contractors and management of the Contractor and/or its Partner(s) (Contractor Personnel) working at the Contractor Premises. Such workstations must meet or exceed specifications set forth by SSC. Desktop Applications: at their expense, the Contractor shall ensure that current versions of the following Desktop Applications are installed on workstations used by Contractor Personnel: . Microsoft Windows Operating System (currently version 10) . Internet Explorer . Google Chrome . Mozilla Firefox . Citrix Receiver / Citrix Workspace . Third Party Second Factor Authenticator Application 3 Shared Services Canada [STREAM A] ANNEX A – STATEMENT OF WORK Desktop Environment: at their expense, the Contractor must keep their desktop environment up- to-date. The desktop software must not exceed N-1. Where N is a major release from the vendor. Security Patching: at their expense, the Contractor must apply all vendor security related patches (operating system, software installed on workstations) within 14 Federal Government Working Days (FGWD) from release and within 48 hours for all urgent/critical patches as identified by SSC. Remote Access to SSC Applications and Services: SSC will provide the Contractor with a remote access Virtual Desktop Infrastructure (VDI) solution. This solution will be accessible via the internet, providing Contractor Personnel located at the Contractor Delivery Locations with secure, managed access to the necessary tool(s), software and databases located within the Government of Canada Network (GC Net). Remote Access Performance: the VDI solution provided by SSC will offer sufficient performance and capacity to enable the Contractor to meet its service level obligations. Through the VDI, Contractor Personnel will be provided secure, managed access to GC systems and services including the HCCS, agent knowledge base and ITSM tools. SSC will provide credentials for access to all systems. Infrastructure: at their expense, the Contractor is responsible for all configuration (tweaks, drivers, or other configuration), effort and cost to enable their infrastructure to support the SSC VDI solution. The Contractor must provide and make ready for use the technical infrastructure within the Contractor Delivery Locations as required to provide Service Desk Services where such technical infrastructure includes, but is not limited to, agent telephony equipment, desktop
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