Specifications include, but are not limited to: Onboarding activities; Staffing, location and organization; Knowledge transfer and process take over; Client involvement; Disruptions or risks; Deliverables; and Milestone dates. An itemized list of the Operational Support Activities, and the recommendation on how it will be supported. Proposed Service Level Agreements (SLA’s) and how they would be quantified. Provide an Operational Support Plan three (3) months after the start of the initial period of performance, including but not limited to: Assessing and identifying the current state of the operational scope. Identifying staff names, roles, responsibilities and associated skill sets necessary to support and maintain the Operational Support Activities. Ensuring the plan continually evolves as new roles and responsibilities and/or as new technologies are implemented. Ensuring associated SLA’s continually evolve as new roles and responsibilities and/or as new technologies are implemented. Present the plan to and obtain written approval from the Department and Office of Information Technology (OIT) prior to implementation and upon changes to the plan. Provide a Project Support Plan three (3) months after the start of the initial period of performance, including but not limited to: Assessing and identifying the current state of Projects. Identifying staff names, roles, responsibilities and associated skill sets necessary to support and maintain the Project activities. Ensuring the plan continually evolves as new Projects are introduced. Present the plan to the Department and OIT prior to making changes to the plan. Complete an assessment of the current state architecture, configurations, planned Projects, etc., six (6) months after the start of the initial period of performance, to provide an Operational Future Roadmap Plan for the Department and OIT approval. The plan shall include, but not be limited to: Identification of scope and/or suggested change, migration or upgrade for each OFI system; Identification of strategies and approach; Required tools and environments; Schedule/timeline; Activities/tasks; Staff and skills sets required; Dependencies and risks; Observed deficiencies Ensure all modifications to the Operational Future Roadmap Plan are approved by the Department and OIT. Address Department expectations within the plan including, but not limited to: Modernized, high performance and cost-effective housing/hosting options that addresses: Disaster recovery methods; Data security including data corruption or loss; Availability and performance; and System connectivity and integration. Modernize the ACES User interface for: Usability; Compliance with the A mericans with D isabilities A ct standards; Ability to be browser agnostic; and Improve performance. Dedicate resources and staff responsible for Projects and operational responsibilities that maintain or improve the current expectations, including: Ensuring operations continue, being responsible for the system health checks and restart activities, job monitoring, Interface monitoring and resolution, data-fixes, Defect resolution, large annual items such as Cost of Living Adjustment (COLA) and the transmission of the Internal Revenue Service 1095B form, maintenance such as upgrades and patches, participating in security reviews, and general support and research activities. Undertaking multiple types of Projects as requested and prioritized by the Department. Work with the Department and OIT to ensure compliance with State and federal audit requirements and remediate audit findings. Cooperate with the Department and OIT to ensure the current hosting and infrastructure remains in place during the six (6)-month assessment period. OIT will remain responsible for managing all State’s environments and processes until the Operational Future Roadmap Plan is approved and fully implemented. Work with the Department to understand and support OFI System business requirements and priorities. Work with OIT and OFI for system configuration, environment management, release management, data management, system availability, system integrity and security.
