IT Statement of Work for Purchase Order Release from BPO

MICHIGAN DEPARTMENT OF TECHNOLOGY, MANAGEMENT AND BUDGET IT SERVICES STATEMENT OF WORK

Project Title: Period of Coverage: Genesys Enhancements: EWM, WFM, SA (TREA CC-176) - Training 5/2/20126 – 7/30/2016 Requesting Department: Date: Treasury; Tax Processing Bureau – Individual Income Tax Customer Contact 4/19/2016 Agency Project Manager: Phone: Jean Story 517-636-4538 DTMB Project Manager: Phone: Neil Slagle 517-636-4741 Brief Description of Services to be provided:

BACKGROUND: Over the years, DTMB has established a shared IT support service center to provide centralized support to the State of Michigan (SOM) contact centers across multiple agencies. As a result of implementing Genesys Work Force Management (WFM) in various agencies, a need for additional training on this tool has been recognized. The purpose of this Contract is for a vendor to provide shared IT services to provide the needed WFM training. The initial online training that SOM resources participated in was general in nature and more technical than operational, which was needed. The Genesys WFM product is lacking in user manuals and operational documentation for end users. There are “help” screens available in the system, however, these are lacking full explanations of some of the functionality. Any Genesys WFM support and maintenance staff are technical resources and are not available or equipped to provide the operational support or training needed by the SOM agencies.

PROJECT OBJECTIVE: Ensure the SOM agencies that have deployed WFM have a clear understanding and knowledge transfer in order to effectively and efficiently use WFM to schedule staffing resources based on historical data forecasts and real time statistics to develop schedules.

SCOPE OF WORK: On-site consulting and assistance with optimization of Genesys WorkForce Management software in Treasury’s Individual Income Tax Division.

TASKS:

Technical support is required to assist with the following tasks:  Training for Scheduler(s) o Creating agent profiles (reviewing with scheduler to make sure profiles have been correctly created) o Creating Activities (reviewing with scheduler to make sure these work in the manner in which they are intended to blend with work flow). o Creating and publishing forecasts using historical and real time statistics . This includes building templates, . Forecasting and scheduling without historical data . Using overlays and events in scheduling o Creating and publishing schedules based on forecasts . Scheduling exceptions . Intraday scheduling with multiple edits . How to use marked time . Profile scheduling . Scheduling in a multi-channel environment .  Training for Supervisors and Managers o Performance and monitoring . Utilization of “what if” scenarios . Adherence  Schedule states  Alerts view

DELIVERABLES:

Deliverables will not be considered complete until the Agency Project Manager has formally accepted them. Deliverables for this project include:

Workshops and one-one training sessions for the audience (s) described above

ACCEPTANCE CRITERIA: A formal review and walk through by SOM and the contractor. The contractor will utilize an Approval Tracking Form to track the various stages of approval for the project. This method ensures that agreed to steps are not missed and that approvals and sign-offs are not unnecessarily delayed. Upon completion of the review and any subsequent modifications that result, the team will request a final deliverable acceptance and sign off.

PROJECT CONTROL AND REPORTS:

A bi-weekly progress report must be submitted to the Agency and DTMB Project Managers throughout the life of this project. This report may be submitted with the billing invoice. Each bi-weekly progress report must contain the following:

1. Hours: Indicate the number of hours expended during the past two weeks, and the cumulative total to date for the project. Also state whether the remaining hours are sufficient to complete the project.

2. Accomplishments: Indicate what was worked on and what was completed during the current reporting period.

3. Funds: Indicate the amount of funds expended during the current reporting period, and the cumulative total to date for the project.

SPECIFIC DEPARTMENT STANDARDS:

Agency standards, if any, in addition to DTMB standards.

PAYMENT SCHEDULE:

Payment will be made on a satisfactory final acceptance at conclusion of the contract basis. DTMB will pay CONTRACTOR upon receipt of properly completed invoice(s) which shall be submitted to the billing address on the State issued purchase order not more often than monthly. DTMB Accounts Payable area will coordinate obtaining Agency and DTMB Project Manager approvals. All invoices should reflect actual work completed by payment date, and must be approved by the Agency and DTMB Project Manager prior to payment. The invoices shall describe and document to the State’s satisfaction a description of the work performed, the progress of the project, and fees. When expenses are invoiced, receipts will need to be provided along with a detailed breakdown of each type of expense.

Payment shall be considered timely if made by the DTMB within forty-five (45) days after receipt of properly completed invoices. EXPENSES:

The State will NOT pay for any travel expenses, including hotel, mileage, meals, parking, etc.

PROJECT CONTACTS:

The designated Agency Project Manager is:

Jean Story Support Services Division, Tax Processing Bureau Operations Center, first floor Parson’s Drive Dimondale, MI 517-636-4538 517-636-4445 [email protected]

The designated DTMB Project Manager is:

Neil Slagle DTMB MiECC Operations Center, second floor Parsons Drive Dimondale, MI 517-636-4741 [email protected]

AGENCY RESPONSIBILITIES: The State will assume the following responsibilities:  Completion of Agency Service Request Section of the SOW  Participate in Deliverable Review as Defined in SOW  Review Phase and Overall Project Acceptance Documents and Sign  Provide access to resources (such as Business Experts, Systems, Software and Hardware) required to perform services.

LOCATION OF WHERE THE WORK IS TO BE PERFORMED:

Consultants will work at Michigan Department of Treasury Operations Center in Dimondale, Michigan.

EXPECTED CONTRACTOR WORK HOURS AND CONDITIONS:

Work hours are not to exceed eight (8) hours a day, forty (40) hours a week. Normal working hours of 8:00 am to 5:00 pm are to be observed unless otherwise agreed to in writing.

No overtime will be permitted.

This purchase order is a release from Contract Number ______. This purchase order, statement of work, and the terms and conditions of Contract Number ______constitute the entire agreement between the State and the Contractor.