Execution Phase. In the Execution phase, the Contractor performs all of the functions described in this Statement of Work, according to the requirements of the Contract and the Framework. All work performed under the Execution phase falls within one of three work streams. Work streams do not overlap. i) Annual Support Work Stream Overview Annual Support Activities are generally well-known, well-defined, and occur at predictable and repeatable intervals of time. Examples of Annual Support Activities might be “running the year end closure process” or “providing customer service support to Agency users.” Annual Support Activities are performed by the Contractor according to an Annual Support Activity calendar, and the Contractor provides applicable Evidence of Work to the Department Contract Manager with the Contractor’s monthly invoice. Annual Support Activities are provided by the Contractor under a firm, fixed annual price, payable in equal installments in the month following Contractor’s services. Costs are further described in Attachment 3, Price Response. Activities to be included in Annual Support will be reviewed annually by the Contractor and the State. The Contractor is responsible for independently managing, planning for, and executing scheduled Annual Support Activities according to the Activity calendar. ii) Service Request Work Stream Overview Service Request Activities are generally well-defined, but occur at unpredictable intervals and in unpredictable quantities. Examples of Service Requests might be “Create a new report,” or “Create a new scheduled file transfer.” Requestors will submit a Service Request ticket in Remedy, the Department’s ticket management system. The request will route to the appropriate Department reviewer for approval. When a reviewer approves a ticket, it will be assigned a target completion date and will be approved for a defined number of Service Hours. The Contractor will have an opportunity to validate or counter-estimate either the estimated work or duration. An annual bucket of Service Hours will be available to the Department to use for approved Service Request Activities. The Contractor will invoice the Department monthly for the Service Hours expended in the previous month, and will include documentation of approved, completed tickets with the invoice. The Department will revisit the quantity of hours to purchase on an annual basis, at the then-current Contract rates found in Attachment 3, Price Response. The Contractor is responsible for ensuring that Service Request Activities are appropriately authorized prior to beginning work, appropriately trained and proficient Contractor Personnel are assigned to execute the Service Request, that hours expended on the Service Request do not exceed the number of hours approved, and that records contain sufficient detail to allow Contractor to submit monthly invoices showing approved expenditure of Service Hours. iii) Variable Enhancement Work Stream Overview Variable Enhancements are efforts that cannot be defined in advance of an identified need. These needs may arise from actions of the legislature, from changes in technology, or from new or changing business needs from EFSS’s customer Agencies or the Department. The Department will use an internal enhancement review process to assess requests, establish priorities, and approve or postpone requests. Each approved Variable Enhancement effort will be chartered and managed as a Project. Variable Enhancement Projects will be authorized by the Department by issuing a separate Task Order against this Contract. That Task Order is required to include: A Supplemental Statement of Work describing the tasks to be performed in the Project; Deliverables, with acceptance criteria, Departmental review and acceptance timeframes, and financial consequences for non-performance if applicable; A price sheet describing Deliverables and their associated cost(s). Note that firm fixed costs per Project or Deliverable are preferred, but the Contractor must demonstrate how it derived the cost from hourly rates that do not exceed the hourly rates allowable under the Contract; and A description of how the Project will be invoiced. Once the Project is authorized and a Task Order is issued, the Project will be managed by the Department and the Contractor, following the minimum requirements for Project Management described in the SDF. The Contractor is responsible for coordinating Project Tasks with the Department’s Project Manager, executing the Project according to the applicable Supplemental Statement of Work, Project Plan, and any associated quality or performance measures, and maintaining records that allow Contractor to invoice separately for each Project, according to the agreed-to invoicing scheme described in the Task Order. iv) Responsibilities Summary – Execution Phase Task Contractor Accountable Department Accountable Annual Support work stream: Execute the Annual Support Activities according to the applicable Activity Definition(s) and Activity calendar. Primary Secondary Task Contractor Accountable Department Accountable Annual Support work stream: Monitor outcomes of the Contractor’s work on Annual Support Activities and provide quality assurance and oversight. Secondary Primary Annual Support work stream: Monthly, provide written acceptance or rejection of Annual Support Activities and authorization to invoice the Department N/A Primary Service Request work stream: Ensure that internal Department policies are followed for submitting, reviewing, and approving Service Requests. Secondary Primary Service Request work stream: Assign approved Service Requests to appropriate Personnel that are experienced, trained and Rated appropriately. Primary Secondary Service Request work stream: Evaluate assigned Service Requests to verify that Service Request has been appropriately approved, is clearly defined, can be accomplished within the estimated hours, and can be completed by the target completion date. Primary Secondary Service Request work stream: Execute assigned Service Request within the approved hours and by the target completion date. Retain appropriate records to support post-audit review of expended Service Hours. Primary Secondary Variable Enhancement work stream: Ensure that internal Department policies are followed for submitting, evaluating, prioritizing, and approving Variable Enhancement requests. N/A Sole Variable Enhancement work stream: Define scope of work and costs for Variable Enhancement Project. Secondary Primary Variable Enhancement work stream: Issue a Task Order authorizing a Variable Enhancement Project Secondary Primary Variable Enhancement work stream: Manage overall delivery of Variable Enhancement Project in accordance with the Project Plan, the Task Order, and Departmental contract management guidelines. Secondary Sole Variable Enhancement work stream: Manage Contractor Personnel to deliver Variable Enhancement Project according to the Task Order, the Project Plan and the requirements of the Contract. Primary Secondary Prepare and submit monthly invoice(s) in compliance with the procedures in the SDF. Sole N/A Review and approve monthly invoice(s) and submit for processing in compliance with the procedures in the SDF. N/A Sole
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