End Users: (provide specific information about End Users of the system-could also provide personas of “typical end users” as part of SOO) The current system supports roughly XXXXXXX end users. The majority of these end users are US Citizens accessing the AGENCY website for correspondence related to XXXXXX. End Users may be used in this effort in usability testing and/or customer satisfaction surveying. Required Tasks Task 1: Initial Environment System Configuration and Implementation Objective: Contractor shall provide the AGENCY with a secure, stable, records compliant, commercial collaboration, workflow enabled environment. The contractor shall design the system for maximum interoperability across all AGENCY offices to ensure flexibility in leveraging the system for future applications. The contractor shall configure the following system instances to support tiered code-release separation and quality assurance and an automatic testing methodology: The contractor shall seek to configure off-the-shelf aspects of the selected platform before recommending a customized coding approach. The contractor shall develop system configuration in such a manner as to leverage maximum re-use and sharing across the platform. The contractor shall ensure that all changes with impacts to other applications on the platform are minimized. Where such changes are required, they shall be documented and the release coordinated well in advance with the appropriate product owner and development team. The contractor shall provide incremental documentation through sprint cycles that results in full technical documentation or configuration for all software development efforts and product releases with all information necessary to document processes, procedures, code artifacts, and/or policies that were implemented in the creation of the development work. Once any functionality is released under this call, it shall be the responsibility of the contractor to fix at their own expense any resulting bugs or system defects that are related directly to the contractor’s implementation, code, or application design. The fix of these bugs shall not affect other scheduled user stories, deliverables, or releases and shall be at no cost to the government. This requirement for fixing bugs or defects is not considered system maintenance or application enhancements. Instance Name Description and Purpose
Include listing of the basic features that will initially be included in the MVP. This is not ALL features just the high level overview of the most important or required features of the CRM for the specific end users supported. This can also be included as an attachment and not in the SOO. Example: One centralized constituent record per citizen with links to all associated vital data and correspondence records Newsletters (bulk e-mail) Reports and dashboards Advanced search External web forms (Contact Us) Internal web forms (Greetings) Rules engines, workflow, analytics, and service-level-agreements Ad-hoc data import and export Document version control, workflow, and library templates/repository 7.2.1 The contractor architect system objects, fields, and database entries to support the associated business processes. The contractor shall utilize the system support business processes as described in APPENDIX B-Vignettes Slide Deck and APPENDIX C Stories as the basis for the CRM application. While it is anticipated the MVP will include these initial features the final User Stories implemented will be prioritized and managed by the Product Owner and/or COR in conjunction with the contractor based upon a mutual agreed upon Product Roadmap and Backlog. The contractor shall ensure the system is configured to support expansion for additional requirements. The contractor shall configure the system in a way to support “Open Source” publishing. Task 3: Data Import collected from Legacy Systems Objective: The contractor import data collected from legacy systems in a manner that maintains vital record data such as name, address, e-mail address; association data such as interests, contact preferences, flags, and affiliations; as well as correspondence items, linkage with constituent record, contact history, and attachments. The contractor analyze, assist with exports, de-duplicate/scrub, prepare, and import data that has been collected from legacy systems including: The primary legacy CRM system, Provided as a government intermediary MySQL database available to the contractor Approximately 40GB of data and 400GB of file attachments