• DO NOT tell the Contractor how to do the job; for example: "staff the project with this number of people with the following qualifications." • DO determine the full range of the problem to be solved before issuing the solicitation. The SOW should be comprehensive. • DO decide what is really required to meet the state's needs. • DO determine the minimum required. How little can you do and still meet your needs? • DO distinguish between the "must do" and the ”nice to have." • DO determine how the "nice to will be evaluated if they are proposed. • DO determine the value to the state of the extras and try to quantify them. • DO write a new SOW for each procurement. • DO NOT just cobble together standard paragraphs from previous solicitations. There are bound to be inconsistencies, gaps, and errors. Resolving these will delay the completion of the procurement. • DO review the SOW even if the product or service is one that has been purchased before. Perhaps the requirements have changed, or there is a newer technological solution to the problem, or the marketplace has changed and what was once a specialty product or service for the state is now commercially available off-the-shelf. Minimum Criteria The Statement of Work should include at a minimum the following information: • Detailed statement of the purpose, objective or goals • Personnel job level • Name/identification of assigned contractor personnel • Identification of all significant material to be developed/delivered • Completion/acceptance criteria • Delivery timeframe/liquidated damages • Time schedule date, end date, milestones)• • Fixed cost for each task (fixed price ceiling is the sum of all tasks) • Everything pertinent to the successful completion of the purchase order (e.g., technical specifications, floor plans, etc.) See Section 2 of this document for a List of Questions that can be used as a checklist when developing a Statement of Work Sample SOW -Resumes/references -Insurance -Installation (multiple sites) -Risk Factors -Interface concerns
Sample SOW Considerations (continued) -Maintenance (escalation, remedial, preventive) -Financing or payment arrangements -Liquidated damages (late delivery) -Financial responsibility (phased) -Federal funding (Debarment Certification) -Task Delineation -Warranty -Data conversion -Fiscal Year funding -Timeframe constraints or timelines -Security -Project management -Backup -Deliverables -Analyze existing system for performance features, attributes, reports -Selection criteria -Reporting during development (status, problems change control, money, approval hierarchy, problem escalation or resolution, walkthroughs) -Public works (not acceptable) -Testing (when, what type) -Licensed software vs. developed (number of future modifications, ongoing support) -S/DVBE participation goals -Unanticipated -Cost/budget limits -Supplies -Early payment discount -Training (administrative/user) -Product needs -
• Do you want the Contractor to select the hardware and software technology? • Do you want the Contractor to purchase the system components? • Do you want the Contractor to customize the system if necessary to meet the state's unique requirements? • Do you want the Contractor to assemble, install, test, implement, and make the system operational? H. Data Handling • Are there data handling functions included in the procurement? • What is the workload (current/projected) with respect to the data and its users? • What is the volume of data? • Is there a requirement for data entry? • How often is data changed or updated? • Is real-time access to the data needed? • What capacity is required (current/projected) to store the data? • What response time is needed when accessing, entering, or maintaining the data? • Will there be common access to given database from multiple users? • Will there be access from multiple locations? • Will there be access needed by multiple agencies? • What are the security requirements for the data? How will it be protected? • What reports and data are to be provided? • What data is needed? Is a standard form? Who needs it? When are the reports due? I. Outsourcing Computer Operations • Are you outsourcing computer operations? • What equipment will be operated? Make and How many? • Do you want a help desk or hot line for questions and problems? • What functions will the Contractor perform? • What are the outputs? • How is each required output produced? • To whom is each output distributed? • What is the operations schedule? Around the clock? Business hours only? Other? J. Transition of Operations to New Contractor • How will you handle the transition of computer operations from state or previous contract to new Contractor? • What is the time frame for the transition? • What are the state’s or previous contractor's responsibilities and tasks? • What are the new contractor's responsibilities and tasks? • Are you providing a transition plan and schedule, or do you want the Contractor to provide them? Continued on next page
First Contact Resolution Rate __% First Contact Resolution Rate; excluding scheduled outages for maintenance and support. Number of contacts resolved on the first contact / total contacts = "Service Level Attained" (Average) Measure = Weekly; Report Period = Monthly during implementation. Quarterly post implementation. Incident Closure Notice (via e-mail) __% of the Incident Closure Notices will be sent within 60 minutes of incident closure. Number of closures / number of closure notices within 60 minutes (Average) Interval = Weekly; Report Period = Monthly during implementation. Quarterly post implementation. I.5.2 Administration and Security This Service Agreement between the Bidder and the includes the provision of Administration and Security. Table I.5.2-1 describes all Bidder committed service levels, measurable events and target levels for Administration and Security. The SLA below applies to the security requirements defined in Appendix F: Functional Requirements. Table I.5.2-1: Administration and Security Service Levels, Measurable Events, and Target Levels Measurable Service Level Requirement Calculation Measurement Interval Security Incident Reporting and Resolution - Report and resolve detection of unauthorized or accidental modification by SPP staff. Destruction, disclosure, loss, or unauthorized access to workflow configurations and databases, as well as incidents involving loss, damage, or misuse of information assets. Complete Incident Report and submit to the Administrator and Information Security Officer within __ hours of the incident following reporting requirements defined in _____. Resolution of the security incident must occur in accordance with _____ response and resolution thresholds. Per incident Per incident
System not accessible for System not able to support users accurately and reliably performing routine Project, Personnel, CMD, or Timekeeping/Scheduling Functions System not able to support Administrator’s administrative functions, overrides, etc. The Administrator receives a status report within the first __ minutes of when the problem is first detected/reported and every hour thereafter until resolved. The status reports to the will be submitted via email or will be reported “live” via phone during Normal Business and via email outside of those hours. Timeframe for invoking Escalation Procedures and transition between Escalation Levels: To be proposed by the Bidder Severity Level 2 Problem or Situation Causing this Impact Frequency of Update to the Administrator Escalation Procedure System not accessible for portal (if applicable) users (e.g., corpsmembers) System not able to process business reports System not able to transfer data to State of California databases (___, ____, FI$Cal) System users are experiencing slow performance The Administrator receives a status report within the first hour of when the problem is first detected/reported, and every ____ (_) hours thereafter until resolved. The status reports to the will be submitted via email or will be reported “live” via phone during Normal Business Hours and via email outside of those hours. Timeframe for invoking Escalation Procedures and transition between Escalation Levels: To be completed by the Bidder Severity Level 3 Problem or Situation Causing this Impact Frequency of Update to the Administrator Escalation Procedure “Cosmetic” problems such as fonts, layout, and formatting on reports or system displays that do not adversely impact the data or calculations being displayed or reported. Periodic functionality impacted out of period (e.g., user unable to run an annual report in mid-year that is not required until year end; problem detected in ability to run quarterly archive outside of quarter end). The Administrator receives a status report within ____ (_) of when the problem is first detected/reported and every second business day thereafter. The status reports to the and those to the Administrator will be submitted via email. Timeframe for invoking Escalation Procedures and transition between Escalation Levels: To be completed by the Bidder
Timely Proposal Development in Response to Application Change Requests Not Submitted with an Urgent Designation For 90% of approved change requests that are not designated as Urgent provide proposal to the and the Administrator within __ business days of date the submitted the change request. Performance = Number of Proposals in response to change requests provided within 15 business days of when request submitted / Total number of non-Urgent change requests Measure = monthly; Report Period = Monthly Timely Resolution of Application Change Requests Meet timelines reflected in proposals and mutually agreed to between Bidder and the and/or the Administrator for 85% of all approved change requests Performance = Number of approved change requests completed within the agreed to timeline / Total number of approved change requests Measure = Monthly; Report Period = Monthly