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  • 1. TexasOnline 2.0 Attachment to Master Agreement Between The State of Texas, acting by and through the Texas Department of Information Resources and Texas NICUSA, LLC Attachment H-1 Policies and Procedures Manual July 31, 2009 Attachment H-1 Page 1 July 31, 2009 Policies and Procedures Manual
  • 2. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Attachment H-1 Policies and Procedures Manual Contents Attachment H-1 Policies and Procedures Manual...................................................................2 1Introduction............................................................................................................................7 2Modifying the Policies and Procedures Manual......................................................................7 3Key Terms and Definitions.....................................................................................................7 4TexasOnline 2.0 Governance.................................................................................................9 4.1Governance Approach.....................................................................................................9 4.1.1Governance Objectives...........................................................................................10 4.1.2Governance Model..................................................................................................10 4.2Roles and Responsibilities.............................................................................................11 4.2.1DIR Roles................................................................................................................11 4.2.2Vendor Roles..........................................................................................................16 4.2.3Key Personnel and Subcontractor Replacement Process.......................................19 4.3Governance Committees and Teams............................................................................20 4.3.1Executive Steering Committee................................................................................21 4.3.2Advisory Councils....................................................................................................22 4.3.3Architecture and Standards Board..........................................................................25 4.3.4Project Review Board..............................................................................................26 4.3.5Change Control Board.............................................................................................28 4.3.6Third-Party Application Council (3PAC)...................................................................30 5Policies.................................................................................................................................31 5.1Governance Compliance Policies..................................................................................31 5.2Risks and Mitigation......................................................................................................32 5.2.1Purpose...................................................................................................................32 5.2.2Objective.................................................................................................................32 5.2.3Program Management Approach to Risk Management...........................................32 5.2.4Risk Management in the Governance Structure......................................................32 5.3Governance Documentation..........................................................................................36 5.4Reports..........................................................................................................................36 6Procedures.........................................................................................................................127 6.1Business Case Process...............................................................................................127 6.1.1Introduction...........................................................................................................127 6.1.2Purpose.................................................................................................................127 6.1.3Scope of BCP .......................................................................................................127 6.1.4Exclusions to BCP.................................................................................................128 6.1.5Business Case Requirements...............................................................................128 6.1.6Organizational Requirements................................................................................130 6.1.7Roles and Responsibilities....................................................................................130 6.1.8Soliciting Input from Other Councils/Boards/Committees......................................132 6.1.9Business Case Process Requirements.................................................................132 Attachment H-1 Page 2 July 31, 2009 Policies and Procedures Manual
  • 3. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance 6.1.10Entry Criteria.......................................................................................................133 6.1.11Inputs..................................................................................................................134 6.1.12Business Case Flows..........................................................................................134 6.1.13Exit Criteria..........................................................................................................135 6.1.14Outputs................................................................................................................135 6.1.15Business Case Process Tools.............................................................................136 6.2Architectural Review Process......................................................................................138 6.2.1Purpose.................................................................................................................138 6.2.2Objectives.............................................................................................................138 6.2.3Scope....................................................................................................................139 6.2.4Roles and Responsibilities....................................................................................139 6.2.5Entry Criteria.........................................................................................................139 6.2.6Inputs....................................................................................................................139 6.2.7Steps ....................................................................................................................140 6.2.8Exit Criteria............................................................................................................140 6.2.9Outputs..................................................................................................................140 6.2.10Tools...................................................................................................................140 6.2.11Summary Workflow.............................................................................................140 6.3Change Management Process....................................................................................141 6.3.1Purpose.................................................................................................................141 6.3.2Objectives.............................................................................................................142 6.3.3Scope....................................................................................................................142 6.3.4Roles and Responsibilities....................................................................................142 6.3.5Entry Criteria.........................................................................................................142 6.3.6Inputs....................................................................................................................143 6.3.7Steps.....................................................................................................................143 6.3.8Exit Criteria............................................................................................................143 6.3.9Outputs..................................................................................................................143 6.3.10Tools...................................................................................................................143 6.3.11Summary Workflow.............................................................................................143 6.4Advisory Groups Process............................................................................................144 6.4.1Purpose.................................................................................................................144 6.4.2Objectives.............................................................................................................144 6.4.3Scope....................................................................................................................145 6.4.4Roles and Responsibilities....................................................................................145 6.4.5Entry Criteria.........................................................................................................145 6.4.6Inputs....................................................................................................................145 6.4.7Steps ....................................................................................................................145 6.4.8Exit Criteria............................................................................................................145 6.4.9Outputs..................................................................................................................146 6.4.10Tools...................................................................................................................146 6.4.11Summary Workflow.............................................................................................146 6.5Third-Party Solutions Process.....................................................................................146 Attachment H-1 Page 3 July 31, 2009 Policies and Procedures Manual
  • 4. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance 6.5.1Scenarios for 3PAC Consideration........................................................................146 6.5.2Entry Criteria.........................................................................................................149 6.5.3Solution Specifications..........................................................................................150 6.5.4Inputs....................................................................................................................150 6.5.5Evaluation Process Steps/Flow.............................................................................150 6.5.6Outputs..................................................................................................................150 6.5.7Tools.....................................................................................................................151 6.5.8Terms and Conditions...........................................................................................151 6.5.9Terms and Conditions...........................................................................................152 6.6Financial Management................................................................................................152 6.6.1Financial Processing Procedures..........................................................................152 6.6.2TexasOnline 2.0 Annual Budget Process..............................................................156 Appendices............................................................................................................................161 Appendix BCP-A: Information Gathering Questionnaire Template..................................161 1 General Information...........................................................................................................161 2 Information Gathering Questions.......................................................................................161 Appendix BCP-B: Statement of Work...................................................................................163 1 General Information...........................................................................................................163 1.1 Sponsor Information...................................................................................................163 1.2 Revision History..........................................................................................................163 2 Project...............................................................................................................................164 2.1 Terms and Conditions.................................................................................................164 2.1.1 TexasOnline 2.0 Master Agreement.....................................................................164 2.1.2 Other Terms.........................................................................................................164 2.2 Terms and Definitions.................................................................................................164 2.3 Scope.........................................................................................................................164 2.4 Benefit Statement.......................................................................................................164 2.5 Current Process..........................................................................................................164 2.5.1 Process Steps......................................................................................................165 2.5.2 Process Flow........................................................................................................165 2.6 Technical Requirements.............................................................................................165 2.6.1 Database Information...........................................................................................165 2.6.2 Existing Infrastructure/Tools.................................................................................165 2.6.3 Third Party Dependencies....................................................................................165 2.7 Features for Future Phases........................................................................................165 3 Issues, Concerns, and Risks.............................................................................................165 3.1 Third-Party Requirements...........................................................................................165 3.2 Accessibility Limitations..............................................................................................166 3.3 Security......................................................................................................................166 3.4 Other Risks.................................................................................................................166 4 Statewide Impact Analysis.................................................................................................166 4.1 Collaboration..............................................................................................................166 4.2 Reuse of Existing Processes......................................................................................166 4.3 Reuse of Existing Technology....................................................................................166 4.4 Interoperability............................................................................................................166 Attachment H-1 Page 4 July 31, 2009 Policies and Procedures Manual
  • 5. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance 4.5 Future Reuse..............................................................................................................167 4.6 Impact on Shared Services/Resources.......................................................................167 4.7 Outreach Impact.........................................................................................................167 5 Timeline.............................................................................................................................167 6 Statement of Work Acceptance.........................................................................................167 Appendix BCP-C: Business Case Financial Workbook......................................................169 1 General Information...........................................................................................................169 1.1 Sponsor Information...................................................................................................169 1.2 Revision History..........................................................................................................169 2 Financial Background........................................................................................................170 2.1 Project Financial Assumptions....................................................................................170 2.2 Project Delivery Estimate............................................................................................170 2.3 Third-Party Financial Considerations..........................................................................170 2.4 Funding Model............................................................................................................171 2.5 Proposed Fee Schedule.............................................................................................171 2.6 Other Funding Considerations....................................................................................171 3 Project Value Score...........................................................................................................171 3.1 Project Value Score....................................................................................................171 4 Customer Financial Impact................................................................................................172 4.1 Expected Cost Avoidance...........................................................................................172 4.2 Expected Additional Revenue.....................................................................................172 4.3 Expected Additional Customer Costs Attributed to the Project...................................172 5 TexasOnline 2.0 Financial Impact.....................................................................................173 5.1 Projected Annual Revenue.........................................................................................173 5.2 Impact on TexasOnline 2.0 Annual Budget.................................................................173 Appendix BCP-D: Business Case Prioritization Process and Template..............................174 1 Value Determinants...........................................................................................................175 2 Resource Determinants.....................................................................................................177 3 Risk Determinants.............................................................................................................178 5 Project Priority Score.........................................................................................................179 4 Project Value Score...........................................................................................................179 Appendix BCP-E Business Case Modification Instructions...............................................180 1 Statement of Work.............................................................................................................180 2 Business Case Financial Workbook..................................................................................180 3 Business Case Prioritization..............................................................................................181 Appendix BCP-F Risk Register Item Instructions...............................................................182 1 Statement of Work.............................................................................................................182 2 Business Case Financial Workbook..................................................................................182 Appendix BCP-G: Business Case Approval [Agency/Organization Name].......................183 1 General Information...........................................................................................................184 2 Business Case Input.........................................................................................................184 3 Business Case Prioritization Acceptance..........................................................................184 4 Open Issues......................................................................................................................185 Appendix BCP-H: Business Case Rejection........................................................................186 1 General Information...........................................................................................................187 2 Business Case Input.........................................................................................................187 3 Business Case Prioritization..............................................................................................187 Attachment H-1 Page 5 July 31, 2009 Policies and Procedures Manual
  • 6. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Attachment H-1 Page 6 July 31, 2009 Policies and Procedures Manual
  • 7. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance 1 Introduction The purpose of the TexasOnline 2.0 Attachment H-1 Policies and Procedures Manual (PPM) is to capture all of the TexasOnline 2.0 governance structure, roles and responsibilities, teams, policies, and procedures so that observers, contributors, and participants of the Program will have a single, comprehensive point of reference. The PPM is structured according to the following topic areas: • Governance Approach • Roles and Responsibilities − DIR roles and responsibilities − Vendor roles and responsibilities • Governance Committees and Teams − Function, authority, responsibility, membership, reports, and meeting frequency of all governance committees and teams • Policies • Procedures • Appendices 2 Modifying the Policies and Procedures Manual The Policies and Procedures Manual may be modified according to Exhibit H Governance, Article III to the Master Agreement. 3 Key Terms and Definitions Table 1 below lists and defines terms specific to Attachment H-1 Policies and Procedures Manual. A comprehensive list of terms and definitions for the Master Agreement is provided in Exhibit A Definitions. Table 1: Key Terms Term/Acronym Definition Annual Budget An annual process that includes an analysis of the annual operating budget and Total Process Revenue projections for the TexasOnline 2.0 Program. Budget Amendment A written document that alters the Annual Budget. Attachment H-1 Page 7 July 31, 2009 Policies and Procedures Manual
  • 8. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Term/Acronym Definition Annual Budget An annual process that includes an analysis of the annual operating budget and Total Process Revenue projections for the TexasOnline 2.0 Program. Business Case A formal process that will include an analysis of a proposed Project, including the high- Process (BCP) level requirements, technical and architecture approach, schedule, proposed fee schedules and payback, rough-order-of-magnitude cost, impact on TexasOnline 2.0 financial results, technical and business risk analysis, and a statewide impact analysis where applicable. Change Management The process used to ensure that Changes are introduced and managed in a way that Process provides quality assurance and prevents unnecessary changes. Change Modifications or additions that change the utility, efficiency, or functional capability of an existing TexasOnline service or application. Customer Fees Statutory, regulatory, or other fees collected via TexasOnline 2.0 in completion of an electronic commerce transaction. Emergency Project or A TexasOnline 2.0 Project or Change that DIR and Vendor mutually agree in writing Change must be implemented in a timeframe that prevents the Business Case Process or Change Management Process from being observed. Key Personnel As set forth in the Master Agreement, individuals identified by Vendor in Attachment G-8 Organization and Staffing Plan as Key Personnel will be considered Key Personnel. Management Team DIR and Vendor operations and management staff who are performing their day-to- day job functions in the development and maintenance of TexasOnline 2.0. The Management Team is not a governance function. Originator The originator of the proposed Project. The originator can be one or more of the following groups: • Architecture and Standards Board • Change Control Board • Customer • Customer Advisory Council • Management and Operations • Third Party Application Council (3PAC) • Vendor Partnership A solution that necessitates the investment of upfront capital by Vendor. Investment Program The multiple, interdependent Projects that comprise the portfolio of TexasOnline 2.0. The Program includes the Projects deployed in accordance with the processes set forth in this PPM and delivered under the Master Agreement. Project A set of deliverables documented in a Statement of Work delivered in accordance with the Master Agreement. Project Sponsor Has ultimate responsibility for aligning the Project with State goals and Customer needs. Project Value Score The score derived in accordance with Appendix BCP-C Business Case Financial Workbook Quorum A quorum constitutes a majority of the committee members appointed as of the date of the meeting. Attachment H-1 Page 8 July 31, 2009 Policies and Procedures Manual
  • 9. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Term/Acronym Definition Annual Budget An annual process that includes an analysis of the annual operating budget and Total Process Revenue projections for the TexasOnline 2.0 Program. Third-Party A technology solution developed by any person or entity other than the Vendor and its Application affiliates. 4 TexasOnline 2.0 Governance 4.1 Governance Approach The purpose of the TexasOnline 2.0 governance approach is to provide hierarchical alignment and definition of resources, authority, responsibilities, timeliness, and communication with efficient, transparent processes. TexasOnline 2.0 governance model provides DIR with oversight authority of TexasOnline 2.0, while integrating Customers, users, partners, third-parties, and vendors at key points throughout the governance model. Additionally, the governance model incorporates elements of the Texas Project Delivery Framework so that all stakeholders in the TexasOnline 2.0 Program can analyze, evaluate, and communicate initiatives uniformly. The governance approach captures the following: • Hierarchy of governance roles into three levels − Strategic − Operational − Tactical • Cross-jurisdictional, cross-functional representation into three principle categories, inclusive of the multiple organizations, partners, Customers, vendors, and stakeholders − Customers − Contract Oversight − Service Delivery • Purpose of groups and independent roles, such as auditors • Appropriate membership of governance teams − Executive − Management − Implementation • Analytic and decision-making processes • Effective communication channels and reporting strategies Attachment H-1 Page 9 July 31, 2009 Policies and Procedures Manual
  • 10. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance 4.1.1 Governance Objectives The objectives of TexasOnline 2.0 governance are to: • Provide top-down strategic influence of activities, while also allowing bottom-up innovation from Customers, users, partners, vendors, and third parties • Provide opportunities for input and consultation from key stakeholders • Eliminate decision bottlenecks by distributing authority across governance tiers • Clearly define roles of teams within the overall governance structure • For each team, committee, council, and board, clearly define functions, authority, responsibilities, membership, reporting, and frequency of meetings 4.1.2 Governance Model The TexasOnline 2.0 governance model incorporates the 4.1 Governance Approach and 4.1.1 Governance Objectives in a multi-tiered governance model, which is illustrated in Figure 1 below. Figure 1: TexasOnline 2.0 Governance Model Service Delivery Customers Contract Oversight NIC Vendors DIR Board Strategic EXECUTIVE STEERING COMMITTEE DIR Executive Management NIC Executive Team TEXASONLINE 2.0 MANAGEMENT TEAM Tactical Customer Advisory DIR TexasOnline 2.0 Operations & OLS Committee Account Team Group Contract Management CUSTOMER ADVISORY COUNCIL ARCHITECTURE AND STANDARDS BOARD Agency IT Directors DIR Governance Team Account Team DCS & TEX-AN Operational PROJECT REVIEW BOARD Agency DIR Governance Team Account Team Other Vendors CHANGE CONTROL BOARD DIR NIC 3PAC Agency Service Representatives Application Marketplace Attachment H-1 Page 10 July 31, 2009 Policies and Procedures Manual
  • 11. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance The TexasOnline 2.0 governance model is structured to provide opportunities for input and consultation across a number of stakeholder groups, as well as provide a structure where DIR is well informed and able to provide effective oversight and leadership in all hierarchies of the model. 4.2 Roles and Responsibilities Section 4.2 Roles and Responsibilities of the PPM identifies and describes key roles within the TexasOnline 2.0 governance framework. Section 4.2.1 addresses key roles and responsibilities for DIR and Section 4.2.2 addresses key roles and responsibilities for Vendor. Table 2 below lists the key roles addressed in this section of the PPM, and shows the “corollary” relationships between DIR and Vendor governance roles. Table 2: DIR and Vendor Key Roles DIR Key Roles Corollary Vendor Key Roles DIR Board No corollary Vendor role DIR Executive Director Vendor Executive Vice President Operations and Statewide Technology Sourcing Vendor Executive Director Deputy Executive Director Statewide Technology Services Deputy Executive Director eGovernment and IT Policy Director Contract Manager Contracting and Procurement Services Director No corollary Vendor role Assistant Director eGovernment Services Vendor Director of Portal Operations Portal Manager Transition Manager Vendor Transition Manager Architecture and Standards Analyst Vendor Director of Technology DCS Coordinator TEX-AN Coordinator Legal Counsel Vendor Legal Counsel Financial Officer Vendor Director of Finance Marketing and Business Development Officer Vendor Director of Outreach Information Security Officer Vendor Chief Information Security Officer eGovernment Services Team Vendor Program Management Office 4.2.1 DIR Roles Section 4.2.1 DIR Roles describes the key governance roles provided by the State. 4.2.1.1 DIR Board 4.2.1.1.1 Role The DIR Board provides planning, implementation, and management of statewide technology initiatives. For the TexasOnline 2.0 initiative, the DIR Board will perform the following: Attachment H-1 Page 11 July 31, 2009 Policies and Procedures Manual
  • 12. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance • Sets policy for TexasOnline 2.0 • Approves Service fee structures • Reviews Annual Budget 4.2.1.2 DIR Executive Director 4.2.1.2.1 Role The DIR Executive Director provides the following for TexasOnline 2.0: • Provides strategic oversight • Approves the Annual Budget 4.2.1.3 Operations and Statewide Technology Sourcing Deputy Executive Director 4.2.1.3.1 Role The Operations and Statewide Technology Sourcing Deputy Executive Director provides the following responsibilities within the framework of the TexasOnline 2.0 Program: • Executes contract amendments • Executes Customer Agreements • Provides strategic oversight • Recommends Annual Budget 4.2.1.4 Statewide Technology Services Deputy Executive Director 4.2.1.4.1 Role The role of the Statewide Technology Services Deputy Executive Director includes the following: • Provides strategic oversight • Recommends contract amendments • Resolves issues presented to the Executive Steering Committee • Recommends Business Case for DIR Board Approval when a fee is involved • Approves Business Cases when estimated Project costs are above threshold of $250,000 • Recommends Annual Budget • Approves Vendor Budget Amendments Attachment H-1 Page 12 July 31, 2009 Policies and Procedures Manual
  • 13. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance 4.2.1.5 eGovernment and IT Policy Director 4.2.1.5.1 Role The role of the eGovernment and IT Policy Director includes the following: • Provides strategic direction • Provides operational oversight • Recommends contract amendments • Approves Business Cases when estimated Project costs are equal to or below threshold of $250,000 • Recommends Annual Budget 4.2.1.6 Contract Manager 4.2.1.6.1 Role The role of the Contract Manager includes the following: • Manages contract on a day-to-day basis • Resolves contract issues escalated by boards, committees, council and Customers • Recommends contract amendments • Reviews Vendor performance • Monitors contract deliverables • Identifies and manages contract risks • Recommends changes to governance structures and processes 4.2.1.7 Contracting and Procurement Services Director 4.2.1.7.1 Role The role of the Contracting and Procurement Services Director includes the following: • Provides strategic contract oversight • Recommends contract amendments 4.2.1.8 Assistant Director eGovernment Services 4.2.1.8.1 Role The role of the Assistant Director eGovernment Services includes the following: • Provides operational direction Attachment H-1 Page 13 July 31, 2009 Policies and Procedures Manual
  • 14. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance • Implements eGovernment Services strategy (product management) • Works with Vendor Executive Director to resolve issues escalated by boards, committees, stakeholders • Recommends contract amendments • Recommends Annual Budget • Recommends changes to governance structures and processes • Reviews and approves marketing and outreach strategies, plans, and collateral as necessary and appropriate 4.2.1.9 Portal Manager 4.2.1.9.1 Role The role of the Portal Manager includes the following: • Manages operations • Manages program activities for the State • Identifies and manages program operation risks • Manages Customer and end user interactions • Provides Project oversight 4.2.1.10Transition Manager 4.2.1.10.1Role The role of the Transition Manager includes the following: • Coordinating implementation activities 4.2.1.11Architecture and Standards Analyst 4.2.1.11.1Role The role of the Architecture and Standards Analyst includes the following: • Ensures alignment with technology architecture and strategy • Manages and approves the Technology Management Plan • Provides technical review of Business Case Attachment H-1 Page 14 July 31, 2009 Policies and Procedures Manual
  • 15. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance 4.2.1.12DCS Coordinator 4.2.1.12.1Role The role of the DCS Coordinator includes the following: • Responsible for all TexasOnline 2.0/DCS governance activities and communications 4.2.1.13TEX-AN Coordinator 4.2.1.13.1Role The role of the TEX-AN Coordinator includes the following: • Responsible for all TexasOnline 2.0/TEX-AN governance activities and communications 4.2.1.14Legal Counsel 4.2.1.14.1Role The role of the Legal Counsel includes the following: • Provides support for Contracts, Contract Amendments, Customer Agreements, Business Case approvals 4.2.1.15Financial Officer 4.2.1.15.1Role The role of the Financial Officer includes the following: • Provides financial analysis, oversight, and collaboration • Ensures compliance with financial components in contract • Monitors financial deliverables and performance measures • Manages and coordinates State Auditor Office and financial audits • Recommends Annual Budget 4.2.1.16Marketing and Business Development Officer 4.2.1.16.1Role The role of the Marketing and Business Development Officer includes the following: • Reviews and approves marketing and outreach strategies, plans, and collateral as necessary and appropriate • Ensures Business Case includes appropriate marketing and outreach plan Attachment H-1 Page 15 July 31, 2009 Policies and Procedures Manual
  • 16. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance 4.2.1.17Information Security Officer 4.2.1.17.1Role The role of the Information Security Officer includes the following: • Reviews and approves Security plans, implementations, and results • Monitors compliance as defined in the Agreement 4.2.1.18eGovernment Services Team 4.2.1.18.1Description DIR eGovernment Services Team includes all DIR staff that provides day-to-day support for TexasOnline 2.0 throughout the transition period and throughout the life of the Agreement, if requested by DIR. 4.2.1.18.2Role The role of the eGovernment Services Team includes the following: • Works with Vendor and Customers to develop Business Cases • Supports ongoing operations • Supports change management • Supports Customer advocacy 4.2.2 Vendor Roles Section 4.2.2 Vendor Roles describes the key governance roles provided by the Vendor personnel. 4.2.2.1 Vendor Executive Vice President 4.2.2.1.1 Role The role of the Vendor Executive Vice President includes the following: • Provides strategic oversight • Approves Annual Budget 4.2.2.2 Vendor Executive Director 4.2.2.2.1 Role The role of the Vendor Executive Director includes the following: Attachment H-1 Page 16 July 31, 2009 Policies and Procedures Manual
  • 17. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance • Recommends contract amendments • Executes contract amendments • Resolves contract issues escalated by boards, committees, stakeholders • Recommends Customer Agreements • Executes Customer Agreements • Provides strategic oversight • Recommends Annual Budget • Resolves issues presented to the Executive Steering Committee • Recommends Business Case for DIR Board Approval when a fee is involved • Approves Business Cases • Approves Budget Amendments • Provides operational oversight • Manages contract on a day-to-day basis • Monitors Vendor performance • Monitors contract deliverables • Identifies and manages contract risks • Recommends changes to governance structures and processes 4.2.2.3 Vendor Director of Portal Operations 4.2.2.3.1 Role The role of the Vendor Director of Portal Operations includes the following: • Provides operational direction • Implements eGovernment Services strategy (product management) • Works with Vendor Executive Director to resolve issues escalated by boards, committees, stakeholders • Recommends contract amendments • Recommends Annual Budget • Recommends changes to governance structures and processes • Reviews and approves marketing and outreach strategies, plans, and collateral as necessary and appropriate • Manages operations • Manages program activities for the State • Identifies and manages program operation risks Attachment H-1 Page 17 July 31, 2009 Policies and Procedures Manual
  • 18. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance • Manages Customer and stakeholder interactions • Provides program oversight 4.2.2.4 Vendor Transition Manager 4.2.2.4.1 Role The role of the Vendor Transition Manager includes the following: • Coordinating implementation activities 4.2.2.5 Vendor Director of Technology 4.2.2.5.1 Role The role of the Vendor Director of Technology includes the following: • Ensures alignment with technology architecture and strategy • Manages and approves the Technology Management Plan • Manages the Technical Reference Model • Reviews Business Case technical components • Coordinates all TexasOnline 2.0/DCS activities and communications • Coordinates all TexasOnline 2.0/TEX-AN activities and communications 4.2.2.6 Vendor Legal Counsel 4.2.2.6.1 Role The role of the Vendor Legal Counsel includes the following: • Provides support for contracts, amendments, Customer Agreements, Business Case approvals 4.2.2.7 Vendor Director of Finance 4.2.2.7.1 Role The role of the Vendor Director of Finance includes the following: • Provides financial analysis, oversight, and collaboration • Ensures compliance with financial components in contract • Monitors financial deliverables and performance measures • Manages and coordinates State Auditor Office (SAO) and financial audits • Recommends Annual Budget Attachment H-1 Page 18 July 31, 2009 Policies and Procedures Manual
  • 19. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance 4.2.2.8 Vendor Director of Outreach 4.2.2.8.1 Role The role of the Vendor Director of Outreach includes the following: • Reviews and approves marketing and outreach strategies, plans, and collateral as necessary and appropriate • Ensures Business Case includes appropriate marketing and outreach plan 4.2.2.9 Vendor Chief Information Security Officer 4.2.2.9.1 Role The role of the Vendor Chief Information Security Officer includes the following: • Reviews and approves Security plans, implementations, and results • Monitors Compliance as defined in the Agreement 4.2.2.10Vendor Director of Program Management 4.2.2.10.1Role The role of the Vendor Director of Program Management includes the following: • Works with Vendor and Customers to develop Business Cases • Supports ongoing operations • Supports change management • Supports Customer Advocacy 4.2.3 Key Personnel and Subcontractor Replacement Process Replacement of Key Personnel and Subcontractors will be performed in accordance with Exhibit B Terms and Conditions, Article 4 Contractor Personnel Management. The following guidelines apply when DIR does not believe that the removal of the Key Personnel or Subcontractor must be handled immediately to avoid imminent harm to TexasOnline 2.0 or its finances. The procedures are intended to minimize staff turnover and the adverse impact any requested removal may have on the Services and the Project schedule. : • The Vendor, at the request of DIR, will replace Key Personnel or Subcontractors that are not adequately performing their assigned responsibilities or who, in the opinion of DIR, after consultation with Vendor, are unable to work effectively with members of DIR staff. • Any request from DIR to replace a Key Personnel or Subcontractors will be in writing and will specify the reasons for the request. After receipt of DIR request, Vendor may, Attachment H-1 Page 19 July 31, 2009 Policies and Procedures Manual
  • 20. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance as an alternative to removal, present DIR with a corrective plan to address the concerns identified in such request. • Approval of the Vendor’s proposed corrective plan by DIR will not be unreasonably withheld or delayed. • The Vendor and DIR will work together in the event of a replacement so as not to disrupt the overall Project schedule. • In the event of the replacement of Key Personnel, Vendor will replace Key Personnel with individuals with qualifications comparable or better than the qualifications of the Key Personnel being replaced. • In the event of the replacement of Subcontractor, Vendor will replace Subcontractor with a company with qualifications comparable or better than the qualifications of the Subcontractor being replaced. • The Vendor will consult with DIR with respect to replacement of Key Personnel, providing DIR with the resume for the finalist being considered for the replacement position, and arranging an interview, at the request of DIR. • Management of Key Personnel and Subcontractors remains under Vendor’s sole direction and control. 4.3 Governance Committees and Teams The TexasOnline 2.0 governance model is based on the formation of teams that work together to ensure the TexasOnline 2.0 objectives are met and that the intent of the strategic guidance from DIR is followed. The teams that comprise the governance model include the following: • Executive Steering Committee • Advisory Councils − Customer Advisory Group − Occupational Licensing Steering Committee • Architecture and Standards Board • Project Review Board • Change Control Board • Third-Party Application Council (3PAC) Each team is responsible for a specific set of governance responsibilities; maintaining documentation, processes, reports, and communications; and supporting the governance efforts of other recognized TexasOnline 2.0 teams. In the sub-sections below, the following attributes are defined for each of the seven teams: • Function • Authority • Key Responsibilities • Members Attachment H-1 Page 20 July 31, 2009 Policies and Procedures Manual
  • 21. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance • Reports • Regularity of Meetings • Special Meetings 4.3.1 Executive Steering Committee Attribute Description Function The Executive Steering Committee will provide executive management and strategic oversight for the Agreement and ensure the TexasOnline 2.0 objectives are achieved by managing the relationship between DIR, Vendor, and all participating parties. The Executive Steering Committee will perform ongoing review of Vendor performance and monitor key deliverables that arise during the term of the Contract. Authority To set and authorize strategic direction and serve as the final management resolution point for issues and disputes. Key • Ensure business alignment between DIR, Customers, and Vendor Responsibilities Business Plans, and oversee new or modified services during the term of the Contract • Approve strategic requirements and plans associated with TexasOnline 2.0 services • Periodically review the authority and membership of the committees • Review and/or approve management reports, including: − Transition Plan implementation and achievement of key activities − Service Level reports and modifications − Financial issues and performance − Modifications to the Contract − Customer satisfaction surveys and application satisfaction surveys − Audit results • Resolve issues escalated by the Management Team Members The Executive Steering Committee will be chaired by the DIR eGovernment and IT Policy Director and members will include: • DIR eGovernment and IT Policy Director (Chair) • Vendor Executive Director • Customer Advisory Council Chair • Contracting and Procurement Services Director • STS Deputy Executive Director Attachment H-1 Page 21 July 31, 2009 Policies and Procedures Manual
  • 22. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Attribute Description • DIR Chief Financial Officer • Other DIR and Vendor personnel, as deemed appropriate by joint agreement between DIR and Vendor Reports • IT Portfolio Report • Monthly Financial Report • Full, read-access to Dashboard • Ad-hoc Reports • Minutes Meetings Initially monthly to monitor Implementation activities, changing to quarterly (at a minimum), or such other regular intervals as agreed upon by DIR and Vendor. Special Meetings Special meetings may be conducted outside of the normal monthly scheduled meetings to ensure timely resolution of TexasOnline 2.0 initiatives and issues. Following are some guidelines for special meetings: • Special (or Emergency) meetings may be called by the following: − Chair of the Executive Steering Committee − Any two members of the Executive Steering Committee • Provide written notice to each member of the Executive Steering Committee no less than 12 hours prior to special meeting unless a Quorum of the Executive Steering Committee waives the notice period. • Roll will be taken and a Quorum of named members must be present by Internet, phone or in-person. • The Vendor will provide a webinar or conference line so that non-present members may attend the meeting by Internet or phone. • The Chair will make “reasonable” arrangements to accommodate named, sitting members of the committee to special meetings. • If the Chair is unable to attend, the Chair may delegate authority to someone else in writing and notify the named members of the Executive Steering Committee. • Any actions taken by the committee must specifically address the members present by phone and Internet. 4.3.2 Advisory Councils Advisory Councils include the existing Occupational Licensing Committee (OLSC), a Customer Advisory Council, and other groups or individual Customers as needed. These groups will provide continuing input to DIR on the direction, quality, and performance of TexasOnline 2.0. Attachment H-1 Page 22 July 31, 2009 Policies and Procedures Manual
  • 23. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance 4.3.2.1 Customer Advisory Council Attribute Description Function Assists DIR in establishing development priorities from a statewide perspective and provides recommendations directly to DIR. Authority The Customer Advisory Council will not have decision-making authority over TexasOnline 2.0, but will provide advice and counsel to other TexasOnline 2.0 governance committees. Key • Provide a continuing voice in the broad direction and quality of Responsibilities TexasOnline 2.0 • Offer advice and counsel to DIR, as well as the Executive Steering Committee, TexasOnline 2.0 Management Team, and Project Review Board • Provide Customer advice, concerns, and evaluations • Provide a communication forum for DIR Customers to offer input and feedback to joint DIR and Vendor • Assist in the identification of customer needs and wants Members Chair of the Customer Advisory Council will be determined. Members of the Customer Advisory Council include: • Customer representatives • Customer IT Directors • Assistant Director eGovernment • DIR Portal Manager • DIR Marketing and Business Development Officer • Vendor Executive Director • Vendor Director of Portal Operations • Vendor Director of Outreach Reports • Customer Satisfaction Reports • Read-access to Project queue of Dashboard • Minutes Meetings Quarterly 4.3.2.2 Occupational Licensing Steering Committee (OLSC) Attribute Description Function Assists DIR in establishing development priorities from a statewide perspective and provides recommendations directly to DIR. Authority The Occupational Licensing Steering Committee will not have decision- Attachment H-1 Page 23 July 31, 2009 Policies and Procedures Manual
  • 24. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Attribute Description making authority over TexasOnline 2.0, but will provide advice and counsel to other TexasOnline 2.0 governance committees. Key • Provide a continuing voice in the broad direction and quality of Responsibilities TexasOnline 2.0 • Offer advice and counsel to DIR, as well as the Executive Steering Committee, TexasOnline 2.0 Management Team, and Project Review Board • Provide Customer advice, concerns, and evaluations • Provide a communication forum for DIR Customers to offer input and feedback to joint DIR and Vendor • Assist in the identification of customer needs and wants Members From Texas Government Code Sec. 2054.354. STEERING COMMITTEE. (a) The steering committee for electronic occupational licensing transactions consists of a representative of each of the following, appointed by its governing body: (1) Each licensing entity listed by Section 2054.352(a); and (2) The department. (DIR Portal Manager) (b) The governing body of a licensing entity described by Section 2054.352(c) may appoint a representative to the committee. (c) A member of the committee serves at the will of the entity that appointed the member. (d) The representative of the department is the presiding officer of the committee. The committee shall meet as prescribed by committee procedures or at the call of the presiding officer. Reports • Customer Satisfaction Reports • Constituent Satisfaction Reports • Read-access to Project queue of Dashboard • Minutes Meetings The OLSC shall meet as prescribed by committee procedures or at the call of the presiding officer Attachment H-1 Page 24 July 31, 2009 Policies and Procedures Manual
  • 25. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance 4.3.3 Architecture and Standards Board Attribute Description Function Provides architectural oversight of TexasOnline 2.0 to ensure alignment with State-approved standards and promote re-use and configurability. Architectural oversight includes technical architecture, data architecture, and business architecture. Authority The TexasOnline 2.0 Architecture and Standards Board will not be involved in day-to-day operational activities. Key • Assist in the development and maintenance of the TexasOnline 2.0 Responsibilities Technology Management Plan. • Review and recommend alignment of Vendor technology plans and strategic direction with DIR Information Technology (IT) strategy and policies and the State of Texas enterprise needs. Escalate all issues arising from reviews to the TexasOnline 2.0 Management Team and/or the Executive Steering Committee for review and resolution. • Research, develop, review, and recommend technical initiatives to address business problems and opportunities as agreed by the Executive Steering Committee and/or the TexasOnline 2.0 Management Team. • Provide advice and recommendations to the TexasOnline 2.0 Management Team for technical improvement related to the delivery of services. Make recommendations directly to DIR and Vendor on issues affecting the technical infrastructure and services that support TexasOnline 2.0. • Review technical policy standards and make recommendations to the TexasOnline 2.0 Management Team. • Review any proposals for reductions in costs of services driven by new technology. • Review of Risk Register, Problem Register, and/or Problem Resolution Plans for identified risks and/or problems that may conflict with or impact State technology standards. Members Members include: • DIR Portal Manager (Co-chair) • Vendor Director of Technology (Co-chair) • DIR Security Officer • Vendor Information Security Officer • DIR DCS Coordinator • DIR TEX-AN Coordinator • DIR Architecture and Standards Analyst • Vendor Director of Development Attachment H-1 Page 25 July 31, 2009 Policies and Procedures Manual
  • 26. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Attribute Description • And other Vendor and DIR staff as deemed appropriate by joint agreement between DIR and Vendor Reports • Accessibility Report • Read-access to Project Dashboard • Change Management Security Assessment • Minutes Meetings Quarterly and at other times as agreed between DIR and Vendor 4.3.4 Project Review Board Attribute Description Function Establishes and follows a Project request intake (Business Case) process for reviewing and prioritizing information technology requests generated internally or externally. Provides a means for regular communication with the Project Review Board members. The Project Review Board conducts Business Case reviews with DIR Operations leadership to provide status of schedule, accomplishments, cost, risks, and to escalate issues for resolution. The Project Review Board discusses key Project milestones; dashboard; change requests for approval, priority, scope, and costs; decisions pertaining to Project issues, risks, organizational impacts, and executive communications. Authority Assist Customers, Vendor, and other vendors with Business Case review and recommendation for approval and monitor the status of Projects by conducting Project and gate approval reviews throughout the Project lifecycle. Key • Provide a central point of review and intake for all Project requests Responsibilities • Provide Customers more effective feedback on Project requests and their status • Enable DIR and Customers to gain consensus on priorities and schedules across the Customers • Increase potential for Project success by reducing the impact of unplanned work • Provide Project information as a basis for DIR leadership decisions • Review Project Quality Management Log, Risk Register, Problem Register, as needed to address impacts to resources, scope, and schedules • Provide support for Business Case development and support by providing initial review and support for the development of the Business Analysis and the Statewide Technology Impact Attachment H-1 Page 26 July 31, 2009 Policies and Procedures Manual
  • 27. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Attribute Description • Approve Project Business Cases according to the specified criteria • Reviews Vendor Bidding on Outside Project Proposals Members Members include: • Vendor Executive Director (Co-Chair) • Assistant Director eGovernment Services (Co-Chair) • DIR Portal Manager • Vendor Director of Portal Operations • DIR Financial Officer • Vendor Director of Finance • DIR Security Officer • Vendor Information Security Officer • Other Vendor and DIR staff as deemed appropriate by joint agreement between DIR and Vendor Reports • Read-Access to Project Dashboard • Minutes Meetings Recommend monthly scheduled meetings and ability of co-chairs to call meetings when required. Subject matter experts and other advisors may be invited to participate in meetings as needed and agreed to by both Parties. Special Meetings Special meetings may be conducted outside of the normal scheduled meetings to ensure timely resolution of TexasOnline 2.0 initiatives and issues. Following are some guidelines for special meetings: • Special (or Emergency) meetings may be called by the following: − Either chair of the Project Review Board − Any two members of the Project Review Board • Provide written notice to each member of the Project Review Board no less than 12 hours prior to special meeting. • Roll will be taken and a Quorum of named members must be present by phone or in-person. • The Vendor will provide a webinar or conference line so that non-present members may attend the meeting by Internet or phone. • The Chair will make “reasonable” arrangements to accommodate named, sitting members of the board to special meetings. • If the Chair is unable to attend, the Chair may delegate authority to someone else in writing and notifies the named members of the Project Review Board. • Any actions taken by the board must specifically address the Attachment H-1 Page 27 July 31, 2009 Policies and Procedures Manual
  • 28. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Attribute Description members present by phone and Internet. 4.3.5 Change Control Board Attribute Description Function Ensures controlled changes are put into the environment with proper approvals and authority. The Change Control Board (CCB) will consider and approve or disapprove modifications of the TexasOnline 2.0 software, data, or operations that meet a threshold for consideration as established by the CCB. The CCB functions as a technical arm of Vendor, to ensure that Vendor meets its responsibilities to maintain available, accessible, responsive, and secure online services. The CCB ensures technology compatibility and security are maintained at all times. Authority The Change Control Board (CCB) will report to the TexasOnline 2.0 Architecture and Standards Board and have the following authority to: • Consider and approve or disapprove all modifications of the TexasOnline 2.0 software, data, or operations that meet a threshold for consideration as established by the CCB, ensuring adequate authorization, standardization, control, and communication of technical and service changes • Facilitate an efficient process that is responsive to all types of change activity and Customer needs • Initiate appropriate actions against any organization found not operating within establish Change Management procedures Key • Develop understanding of TexasOnline 2.0 architecture and Responsibilities standards • Ensure compliance with State of Texas policies and procedures as part of the change management process • Ensure compliance with DIR strategic directives as part of the change management process. • Consider risks associated with changes to TexasOnline 2.0 architecture, applications, and services • Ensure other vendor activities (e.g., DCS, TEX-AN) are considered when changes are planned, assessed, scheduled, and implemented • Upon becoming aware, proactively initiate the Change Management process for any change deemed in the best interest of the technical environment, service, or Customer • Vendor will perform the role of secretariat, including convening Attachment H-1 Page 28 July 31, 2009 Policies and Procedures Manual
  • 29. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Attribute Description meetings, keeping minutes, and reporting on activities and decisions to DIR • In the event of an emergency, Vendor will contact DIR directly to gain immediate approval to take appropriate action and will provide the CCB an update following resolution of the issue Members Members include: • Vendor Change Management Manager (Chair) • DIR Portal Manager • DIR Security Manager • DIR Architecture and Standards Analyst • DIR DCS Coordinator • DIR TEX-AN Coordinator • Customer representatives, as needed • Vendor Security Manager • Vendor Help Desk Manager • Vendor Director of Portal Operations • Vendor Director of Technology • Other Vendor and DIR staff as deemed appropriate by joint agreement between DIR and Vendor Reports • Agenda with list and description of changes Read-access to Project Dashboard • Change Request Log • Provide DIR with a summary report of all change requests and outcomes Meetings Bi-weekly Special Meetings Special meetings may be conducted outside of the normal scheduled meetings to ensure timely resolution of TexasOnline 2.0 initiatives and issues. Following are some guidelines for special meetings: • Special (or Emergency) meetings may be called by the following: − Chair of the Change Control Board − Any two members of the Change Control Board • Provide written notice to each member of the Change Control Board no less than 12 hours prior to special meeting. • Roll will be taken and a Quorum of named members must be present by phone or in-person unless a Quorum of the Change Control Board waives the notice period. • The Vendor will provide a webinar or conference line so that non-present members may attend the meeting by Internet or Attachment H-1 Page 29 July 31, 2009 Policies and Procedures Manual
  • 30. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Attribute Description phone. • The Chair will make “reasonable” arrangements to accommodate named, sitting members of the board to special meetings. • If the Chair is unable to attend, the Chair may delegate authority to someone else in writing and notifies the named members of the Change Control Board. • Any actions taken by the board must specifically address the members present by phone and Internet. 4.3.6 Third-Party Application Council (3PAC) Attribute Description Function Provides architectural oversight to ensure alignment with State-approved standards and promotes re-use and configurability, adherence to the Business Case Process, and compliance with Customer Agreements by parties other than Vendor interested in deploying solutions on TexasOnline 2.0 or within the Application Marketplace. The functions of 3PAC also include: • Provide oversight of third-party solution implementations within the TexasOnline 2.0 network • Ensure architectural alignment with State-approved standards • Support adherence to the TexasOnline 2.0 governance process through referral to other TexasOnline 2.0 governance bodies and publishing findings where appropriate Authority 3PAC will establish policies and procedures related to the ongoing governance of the TexasOnline 2.0 Application Marketplace and any other third-party software that meets the entry criteria for the 3PAC Evaluation process. 3PAC will only have authority over third-party solutions that do not require Partnership Investment. In some circumstances, it may be appropriate for 3PAC to consult or forward 3PAC evaluation documentation for review by other TexasOnline 2.0 governance entities, including the Project Review Board and/or Architecture and Standards Board. Key • Educate stakeholders on State IT standards, guidelines, and Responsibilities published specifications • Set minimum and standard service levels for third-party solutions • Establish performance metrics for the 3PAC processes • Monitor compliance with approved licensing terms Attachment H-1 Page 30 July 31, 2009 Policies and Procedures Manual
  • 31. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Attribute Description • Escalate issues related to the Master Agreement, Customer Agreements, and/or licensing terms • Coordinate Projects that have impact across the enterprise, such as the Application Marketplace • Provide Subject Matter Expertise to the Project Review Board and / or other governance groups as appropriate • Establish processes for reviewing and approving / disapproving third- party solutions • Establish processes for security of third-party solutions • Establish general requirements for third-party solutions • Maintain and update processes, policies, and procedures Members Members include: • DIR Contract Manager • DIR Portal Manager • DIR eGovernment Services Team Members • DIR Assistant Director of eGovernment Solutions (Co-Chair) • DIR Architecture and Standards Analyst • Vendor Director of Technology (Co-Chair) • Vendor Chief Information Security Officer • Vendor Director of Program Management • Vendor Director of Portal Operations • Other 3PAC members may be named later through joint agreement between DIR and Vendor Reports Reports will be identified and documented by the 3PAC. Meetings Weekly during establishment of the Application Marketplace, or at a frequency agreed upon by DIR and Vendor 5 Policies 5.1 Governance Compliance Policies For governance compliance policies, refer to the Exhibit H Governance to the Master Agreement. Attachment H-1 Page 31 July 31, 2009 Policies and Procedures Manual
  • 32. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance 5.2 Risks and Mitigation 5.2.1 Purpose The purpose of the risks and mitigation compliance policy is to ensure the long-term success of TexasOnline 2.0 by appropriately managing the risks associated with governance. 5.2.2 Objective The objective of the risk and mitigation compliance policy is to counter the inherent risks of the TexasOnline 2.0 governance model. These include: • A model that is too controlling and limiting • A lack of transparency, control, and awareness • A stifling of communication due to heavy reliance on process and documentation versus verbal communication • A potential for competing priorities By creating awareness of these risks and ensuring that the TexasOnline 2.0 governance entities are aware of and are monitoring these risks, the success of TexasOnline 2.0 can be assured. 5.2.3 Program Management Approach to Risk Management The Vendor will carefully monitor the risks associated with the TexasOnline 2.0 Program, using the documented TexasOnline 2.0 Attachment G-1 Program Management Plan as the guide for risk monitoring and communications. Attachment G-1 Program Management Plan provides detailed methodology for identifying, tracking, escalating, and resolving risk across the TexasOnline 2.0 Program. Some methods that will be employed in the governance risk management include: • Reviewing and updating the Risk Register or Risk Plan • Taking corrective action • Re-evaluating risk validity • Identifying and managing new risks 5.2.4 Risk Management in the Governance Structure In addition to the processes, protocols, and tools provided in Attachment G-1 Program Management Plan, to track and mitigate risk, the TexasOnline 2.0 governance bodies will mitigate risk within the governance structure by doing the following: • Balancing control and oversight • Implementing communications that foster transparency • Balancing varied priorities and needs Attachment H-1 Page 32 July 31, 2009 Policies and Procedures Manual
  • 33. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance • Encouraging communications and risk awareness • Providing continuous improvement of governance processes • Creating an awareness of governance processes 5.2.4.1 Balancing the Control and Oversight Through its multi-tiered approach, the TexasOnline 2.0 governance model strikes a balance in information and communication flow. For example, all governance entities are expected to route Projects, issues, and problems to other governance entities to ensure appropriate insight and educated decision making. Some scenarios under which this communication is required include: • Project Review Board requesting Architecture and Standards Board review of new infrastructure elements required by a Project • Project Review Board requesting input of 3PAC for a third-party application implementation as part of a Project • 3PAC requesting Architecture and Standards Board review of a potential third-party solution or in the development of the 3PAC processes and standards To achieve additional balance of oversight, TexasOnline 2.0 governance contains cross-entity membership. For example: • Architecture and Standards Board personnel as members of the Project Review Board and Change Control Board • Members of the Change Control Board on the Project Review Board • Members of all teams serving on the Customer Advisory Council • Vendor and DIR personnel serving as co-chairs of the Project Review Board, 3PAC, and Architecture and Standards Board The procedures and documentation that are required for each governance entity include requirements for cross-consultation and routing, ensuring that oversight is truly handled by the governance team as a whole and prioritization of Projects, Changes, and issue resolution can be managed across the TexasOnline 2.0 Program. 5.2.4.2 Implementing communications that foster transparency Combined with the routing procedures and cross-entity membership, the TexasOnline 2.0 governance membership will have access to the TexasOnline 2.0 reporting dashboard, ensuring consistency among reports and clarity of priorities, resources, and any issues or problems. 5.2.4.3 Balancing priorities and needs The TexasOnline 2.0 governance model incorporates a multi-dimensional governance model that draws upon Customer and user input, contractual oversight, and service delivery vertical channels, within a three-tiered decision-making hierarchy. The governance approach spreads accountabilities across seven entities, requiring them to interact with each other as defined by the processes and documentation they are intended to manage. Authority over any dispute will Attachment H-1 Page 33 July 31, 2009 Policies and Procedures Manual
  • 34. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance rest with the Executive Steering Committee, which includes representation by both the Vendor and DIR. 5.2.4.4 Encouraging communications for risk awareness The TexasOnline 2.0 governance model provides controls to manage uncertainty. Identifying and assessing possible and probable risks, setting and prioritizing risk tolerances based on the objectives of TexasOnline 2.0, and leveraging internal controls to manage and mitigate risk throughout the Program is also a necessary component of governance. The governance model and communications will focus attention on risks specific to the TexasOnline 2.0 Program, including: • Financial controls—As tracked in the Business Case Process and through monthly status reporting • Launch and promote third-party applications—As monitored by the 3PAC, Project Review Board, and other entities as required • Infrastructure service continuity—As monitored by the Architecture and Standards Board and Change Control Board • Communications technology—As monitored by the Architecture and Standards Board • Control and oversight of other service providers and third-parties—As monitored by 3PAC, Project Review Board, and as reported to the Executive Steering Committee • Detection and monitoring of system and organizational dependencies—As monitored by the Architecture and Standards Board, Change Control Board, and as reported to the Executive Steering Committee • Ineffective procedures—As monitored by all entities through reporting dashboard and monthly performance reports • Organizational collaboration—As monitored by the Customer Advisory Council • Adaptation to evolving governance—As required of each governance entity as they develop and provide ongoing maintenance of their respective requirements and procedures The TexasOnline 2.0 governance approach is intended to align with strategic vision, focus on objectives, enhance collaboration, while maintaining a structured approach for managing uncertainty. The governance model has a cross-functional approach to accountability and requires entities to seek the advice of other governance groups. This open process and the availability of the Program dashboard tools ensure there is broad awareness of risk and that there are no penalties for identification of risk. 5.2.4.5 Continuous improvement of governance processes In addition to the risk management strategy outlined in Attachment G-1 Program Management Plan, DIR and Vendor are committed to a wide variety of governance model improvements that will increase the likelihood that risk will be identified and handled within the governance process: • Standardize meeting templates to ensure risk management is an agenda item in most discussion Attachment H-1 Page 34 July 31, 2009 Policies and Procedures Manual
  • 35. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance − Justification documentation is similar across governance bodies, including 3PAC evaluation criteria, Change Control Board Change Request, and Business Case Process documentation − All governance entities have access to web-based TexasOnline 2.0 Program dashboard • Provide and integrate risk reporting into the governance structure • Employ simple and anonymous risk reporting, rating and tracking processes 5.2.4.5.1 Process for Improving Governance The following governance improvement processes will be completed every other year: 1. Strategic Planning Meeting—Membership from each of the governance entities, Vendor and DIR key personnel, and other DIR and Vendor staff, as needed will gather for a full-day strategic planning meeting. The meeting will include: a. Vision discussion i. Review existing governance goals ii. Develop new goals iii. Review governance performance against goals iv. Retire irrelevant or out-dated goals b. Review relevance of governance entities (boards, councils, and committees) i. Assign responsible entity(s) to goals stated in vision discussion ii. Review entities performance against goals iii. Review concerns for entity c. Review governance entity membership i. Ensure membership is representative of changing needs ii. Ensure membership includes appropriate balance of executive, non- executive and Customer membership d. Document Strategic Plan detailing suggested changes to the governance process. Any changes suggested in the Strategic Plan will follow the Methodology for Updating the PPM set forth in Article III of Exhibit H Governance. 2. Document revised entity-specific procedures a. Document goals and procedures b. Document performance measurements for entity Attachment H-1 Page 35 July 31, 2009 Policies and Procedures Manual
  • 36. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance 5.3 Governance Documentation Governance documentation will be managed by the Vendor, and DIR will contribute to approve all documentation related to governance of the TexasOnline 2.0 Program. Governance is documented in the following: • Exhibit H Governance • Attachment H-1 Policies and Procedures Manual Additional governance documents may be created in the form of attachments and appendices to attachments. As explained in Section 2 of this PPM, refer to Exhibit H Governance, Article III to the Master Agreement for information on updating governance documents. Read access to updated and approved governance documentation will be available to DIR and Vendor executive personnel through the TexasOnline 2.0 Program dashboard. When governance documentation is updated, it will be posted to the TexasOnline 2.0 Program dashboard, and appropriate DIR and Vendor personnel will be notified immediately. 5.4 Reports The table below identifies the reports provided by Vendor and will be provided in accordance with Exhibit F Reporting. Attachment H-1 Page 36 July 31, 2009 Policies and Procedures Manual
  • 37. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Table 3: Reports Provided by Vendor Attachment H-1 Page 37 July 31, 2009 Policies and Procedures Manual
  • 38. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 38 July 31, 2009 Policies and Procedures Manual
  • 39. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 39 July 31, 2009 Policies and Procedures Manual
  • 40. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 40 July 31, 2009 Policies and Procedures Manual
  • 41. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 41 July 31, 2009 Policies and Procedures Manual
  • 42. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 42 July 31, 2009 Policies and Procedures Manual
  • 43. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 43 July 31, 2009 Policies and Procedures Manual
  • 44. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 44 July 31, 2009 Policies and Procedures Manual
  • 45. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 45 July 31, 2009 Policies and Procedures Manual
  • 46. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 46 July 31, 2009 Policies and Procedures Manual
  • 47. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 47 July 31, 2009 Policies and Procedures Manual
  • 48. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 48 July 31, 2009 Policies and Procedures Manual
  • 49. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 49 July 31, 2009 Policies and Procedures Manual
  • 50. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 50 July 31, 2009 Policies and Procedures Manual
  • 51. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 51 July 31, 2009 Policies and Procedures Manual
  • 52. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 52 July 31, 2009 Policies and Procedures Manual
  • 53. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 53 July 31, 2009 Policies and Procedures Manual
  • 54. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 54 July 31, 2009 Policies and Procedures Manual
  • 55. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 55 July 31, 2009 Policies and Procedures Manual
  • 56. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 56 July 31, 2009 Policies and Procedures Manual
  • 57. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 57 July 31, 2009 Policies and Procedures Manual
  • 58. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 58 July 31, 2009 Policies and Procedures Manual
  • 59. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 59 July 31, 2009 Policies and Procedures Manual
  • 60. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 60 July 31, 2009 Policies and Procedures Manual
  • 61. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 61 July 31, 2009 Policies and Procedures Manual
  • 62. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 62 July 31, 2009 Policies and Procedures Manual
  • 63. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 63 July 31, 2009 Policies and Procedures Manual
  • 64. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 64 July 31, 2009 Policies and Procedures Manual
  • 65. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 65 July 31, 2009 Policies and Procedures Manual
  • 66. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 66 July 31, 2009 Policies and Procedures Manual
  • 67. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 67 July 31, 2009 Policies and Procedures Manual
  • 68. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 68 July 31, 2009 Policies and Procedures Manual
  • 69. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 69 July 31, 2009 Policies and Procedures Manual
  • 70. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 70 July 31, 2009 Policies and Procedures Manual
  • 71. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 71 July 31, 2009 Policies and Procedures Manual
  • 72. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 72 July 31, 2009 Policies and Procedures Manual
  • 73. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 73 July 31, 2009 Policies and Procedures Manual
  • 74. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 74 July 31, 2009 Policies and Procedures Manual
  • 75. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 75 July 31, 2009 Policies and Procedures Manual
  • 76. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 76 July 31, 2009 Policies and Procedures Manual
  • 77. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 77 July 31, 2009 Policies and Procedures Manual
  • 78. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 78 July 31, 2009 Policies and Procedures Manual
  • 79. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 79 July 31, 2009 Policies and Procedures Manual
  • 80. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 80 July 31, 2009 Policies and Procedures Manual
  • 81. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 81 July 31, 2009 Policies and Procedures Manual
  • 82. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 82 July 31, 2009 Policies and Procedures Manual
  • 83. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 83 July 31, 2009 Policies and Procedures Manual
  • 84. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 84 July 31, 2009 Policies and Procedures Manual
  • 85. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 85 July 31, 2009 Policies and Procedures Manual
  • 86. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 86 July 31, 2009 Policies and Procedures Manual
  • 87. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 87 July 31, 2009 Policies and Procedures Manual
  • 88. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 88 July 31, 2009 Policies and Procedures Manual
  • 89. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 89 July 31, 2009 Policies and Procedures Manual
  • 90. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 90 July 31, 2009 Policies and Procedures Manual
  • 91. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 91 July 31, 2009 Policies and Procedures Manual
  • 92. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 92 July 31, 2009 Policies and Procedures Manual
  • 93. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 93 July 31, 2009 Policies and Procedures Manual
  • 94. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 94 July 31, 2009 Policies and Procedures Manual
  • 95. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 95 July 31, 2009 Policies and Procedures Manual
  • 96. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 96 July 31, 2009 Policies and Procedures Manual
  • 97. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 97 July 31, 2009 Policies and Procedures Manual
  • 98. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 98 July 31, 2009 Policies and Procedures Manual
  • 99. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 99 July 31, 2009 Policies and Procedures Manual
  • 100. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 100 July 31, 2009 Policies and Procedures Manual
  • 101. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 101 July 31, 2009 Policies and Procedures Manual
  • 102. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 102 July 31, 2009 Policies and Procedures Manual
  • 103. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 103 July 31, 2009 Policies and Procedures Manual
  • 104. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 104 July 31, 2009 Policies and Procedures Manual
  • 105. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 105 July 31, 2009 Policies and Procedures Manual
  • 106. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 106 July 31, 2009 Policies and Procedures Manual
  • 107. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 107 July 31, 2009 Policies and Procedures Manual
  • 108. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 108 July 31, 2009 Policies and Procedures Manual
  • 109. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 109 July 31, 2009 Policies and Procedures Manual
  • 110. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 110 July 31, 2009 Policies and Procedures Manual
  • 111. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 111 July 31, 2009 Policies and Procedures Manual
  • 112. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 112 July 31, 2009 Policies and Procedures Manual
  • 113. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 113 July 31, 2009 Policies and Procedures Manual
  • 114. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 114 July 31, 2009 Policies and Procedures Manual
  • 115. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 115 July 31, 2009 Policies and Procedures Manual
  • 116. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 116 July 31, 2009 Policies and Procedures Manual
  • 117. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 117 July 31, 2009 Policies and Procedures Manual
  • 118. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 118 July 31, 2009 Policies and Procedures Manual
  • 119. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 119 July 31, 2009 Policies and Procedures Manual
  • 120. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 120 July 31, 2009 Policies and Procedures Manual
  • 121. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 121 July 31, 2009 Policies and Procedures Manual
  • 122. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 122 July 31, 2009 Policies and Procedures Manual
  • 123. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 123 July 31, 2009 Policies and Procedures Manual
  • 124. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 124 July 31, 2009 Policies and Procedures Manual
  • 125. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 125 July 31, 2009 Policies and Procedures Manual
  • 126. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Implementation Status Report (ID 1) Description Vendor will submit a weekly status report based upon the key milestones from the Implementation Plan. Frequency Weekly Due Date Monday, 9:00 a.m. (CT) Recipient(s) DIR Transition Manager, DIR Assistant Director eGovernment Services, DIR Contract Manager Help Desk Process Improvement (ID 2) Description Vendor will track issues to identify trends that drive up contact volume and report methods for identifying opportunities to drive down call volume, what mechanisms will be used to address escalating call volumes, and the metrics by which such efforts are judged successful. Vendor will produce a Help Desk Process Improvement report upon request by DIR. Frequency Upon request Due Date Within 5 Business Days of DIR request Recipient(s) DIR Application Service Levels (ID 3) Description Vendor will report on the service levels identified in Exhibit D Performance Criteria in its IT Portfolio Report. Each service level report will also be available from the DIR Dashboard. Frequency Monthly Due Date The 21st of the month following the preceding calendar month Recipient(s) DIR and Customers with executed Customer Agreements Accessibility (ID 4) Description Vendor will provide a summary of site and service accessibility compliance. The Accessibility Report will illustrate Vendor’s compliance with all accessibility and usability standards as defined below: 1. State of Texas Accessibility requirements for Electronic and Information Resources specified in 1 TAC Chapter 213 (http://info.sos.state.tx.us/pls/ pub/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213). 2. Address the same accessibility criteria in substantively the same format as the VPAT of the "Buy Accessible Wizard" provided by the General Services Administration. A copy of the VPAT is located at http://www.section508.gov/. 3. Web accessibility standards of 1 TAC Chapter 206 Attachment H-1 Page 126 July 31, 2009 Policies and Procedures Manual
  • 127. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance 6 Procedures 6.1 Business Case Process 6.1.1 Introduction The TexasOnline2.0 Business Case Process (BCP) establishes a formal process for the review and approval of the Business Case to ensure that potential TexasOnline 2.0 Projects are uniformly reviewed, qualified, ranked, and prioritized prior to Project initiation. The TexasOnline 2.0 BCP will allow the Project Review Board to examine a Project’s investment value by conducting business case analysis, which will compare Project costs and risk to Project benefits and the availability of Total Revenue and potential new revenue generated by TexasOnline 2.0 to fund the Project. 6.1.2 Purpose The purpose for the BCP is to provide a roadmap for the review of TexasOnline 2.0 Project proposals and/or changes to an existing TexasOnline service or application that are not eligible for approval through the Change Management Process. The primary consideration for the BCP requires a thorough review of a Project’s investment value in relation to other technology Projects, its impact on use of TexasOnline 2.0 resources across the State and the availability of TexasOnline 2.0 Total Revenue. The basis for the BCP includes the following: • Decide if the perceived benefits of the Project justify the TexasOnline 2.0 resource requirements and risk of the Business Case • Assess the Project benefits against TexasOnline 2.0 strategic objectives • Determine if the benefits, risks, and costs are realistic and achievable • Determine if TexasOnline 2.0 Total Revenue will fund the Project within the overall Program • Determine what impact the Project will have on the Annual Budget 6.1.3 Scope of BCP The scope of the TexasOnline 2.0 BCP applies to potential new TexasOnline 2.0 Projects. Business Cases that meet the following criteria will be routed to the TexasOnline 2.0 Project Review Board for acceptance and approval (other than as noted in “Exclusions to BCP”): • Projects that require 60 hours or more for completion. • New Business Case that improves one or more TexasOnline application • New Business Case that improves one or more TexasOnline services Attachment H-1 Page 127 July 31, 2009 Policies and Procedures Manual
  • 128. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance • Changes to an existing application, service, or other endeavor requiring more than 20% of resource requirements for the original Project or more than 120 hours of effort. • Any 5% or more increase in DCS or TEX-AN costs due to changes to DCS or TEX-AN pricing. • An approved revision to a Plan that results in material change to TexasOnline 2.0 operations. 6.1.4 Exclusions to BCP The following are exclusions to the scope of the BCP: • Changes to an existing Project or to an existing TexasOnline service or application requiring less than 20% of the resource requirements for the original Project and requiring less than 120 hours for completion fall under the Change Management Process. • Projects requiring less than 60 hours for completion do not require a BCP review. • DIR and Vendor may circumvent the BCP and the Change Management Process if they mutually agree that a Project or Change constitutes an Emergency Project or Change. 6.1.5 Business Case Requirements The specific requirements for the TexasOnline 2.0 BCP are divided into the following categories: 6.1.5.1 Organizational Requirements • Governance for the BCP rests with the formal TexasOnline 2.0 governance entities, as well as the TexasOnline 2.0 Management Team, who represent DIR and Vendor personnel who provide operational direction for TexasOnline 2.0 initiatives as a part of their prescribed day-to-day duties • The following governance entities have consultative input on the BCP − Customer Advisory Councils (at the Project Review Board’s discretion) − Third-Party Application Committee (3PAC) − Change Control Board − Architecture and Standards Board • The TexasOnline 2.0 Project Review Board’s role is to facilitate the BCP, gathering input from the other governance entities and Customers as appropriate. The approval of a Business Case by the designated approval authority according to Section 6.1.7, Table 4 RACI Accounting of Business Case Roles, and Responsibilities will result in the proposal becoming a Project. • The Project Review Board will communicate BCP outputs (recommendations for approval/disapproval of Projects) to the Management Team, who will implement approved Projects. The Project Review Board will also communicate outputs to other governance teams as well as the Executive Steering Committee, as noted in Section 6.1.9.1, Table 6: Business Case Alignment. Attachment H-1 Page 128 July 31, 2009 Policies and Procedures Manual
  • 129. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance 6.1.5.2 Process Requirements • BCP will specifically address Projects, not Change Requests. Change Requests will follow the Change Management Process. • BCP will not be limited to application development Projects. It will also include infrastructure Projects (Enterprise Service Bus and Federated Identity Management for example), web design Projects, training Projects and other Projects that are not incorporated in a service delivery plan and that are not eligible for the Change Management Process. • Establish tailoring for simple/complex Project paths based on thresholds. • Include Risk Factors as part of the Project Prioritization scoring. • Communicate BCP outputs. • Provide an End of Term BCP. 6.1.5.3 Process Tool Requirements • Business Case Analysis tools capture the following: − Rationale for the Project − Statement of benefit within the TexasOnline 2.0 Program − High-level functional, system, technical, user, and interface requirements − Project approach − High-level Project schedule − Technical analysis − Business risks − Statewide impact analysis − Approval/disapproval page, including documented reason for approval/disapproval − Recommend next steps − Include financial analysis workbook and instructions. Financial analysis should include the following:  Rough-Order-Magnitude (ROM) of the Project  Project Value Score  Impact on TexasOnline 2.0 Program financial results  Need for amendment of Annual Budget, if applicable  Impact on DIR/Customer financial results  Proposed fee schedules and proposed funding mechanism to recoup upfront investment and ongoing costs associated with development and maintenance  If applicable, the impact on other projects, including their priority Attachment H-1 Page 129 July 31, 2009 Policies and Procedures Manual
  • 130. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance 6.1.6 Organizational Requirements The Project Review Board largely manages the TexasOnline 2.0 BCP. However, the Project Review Board is encouraged to seek the assistance of the other TexasOnline 2.0 governance entities as they complete a Business Case review. The figure below provides the governance hierarchy for TexasOnline 2.0, prescribing the BCP responsibility to the Project Review Board. Figure 2: Business Case Organizational Hierarchy GOVERNANCE OPERATIONS Governance Teams Executive Steering Committee Customer Advisory Business Case Review Council Management Team Outputs (Operations Team) 3PAC Input Approval Transitions Consult Recommendation To OLSC Operations Staff Inputs Project Review (Operations Team ) Architecture & Board Review Standards Other Customer Groups Management Team (Operations Team) LEGEND Informed on Bus People Doing Case Approvals Their Jobs (Governance Body ) Bus Case Bus Case Approval Contributors Recommendation (Governance (Governance Body) Body) Iterative, as needed 6.1.7 Roles and Responsibilities The table below provides a RACI accounting, illustrating the Responsible, Accountable, Consulted, and Informed entities for the Business Case Process. Attachment H-1 Page 130 July 31, 2009 Policies and Procedures Manual
  • 131. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Table 4: RACI Accounting of Business Case Roles and Responsibilities Business Case Responsible Accountable Consulted Informed Task Submit Originator/Vend Vendor Project Review or/DIR Board Prioritize Project Review Project Review Boards, Board Board Committees, Management Team Review Project Review Project Review Boards, Board Board Committees, Management Team Recommend Project Review Project Review Boards, Executive Steering Approval Board Board Committees, Committee, DIR Management Executive, Management Team Team, Originator Recommend Project Review Project Review Boards, Executive Steering Rejection Board Board Committees, Committee, DIR Management Executive, Management Team Team, Originator Recommend Project Review Project Review Boards, Executive Steering Defer Board Board Committees, Committee, DIR Management Executive, Management Team Team, Originator Approve/Defer/Re eGovernment eGovernment and Boards, Executive Steering ject for projects and IT Policy IT Policy Director Committees, Committee, DIR whose cost is not Director and Management Executive, Management greater than Vendor Team Team, Originator $250,000 and no Executive fee is involved Director Approve/Defer/Re Statewide eGovernment and Boards, Executive Steering ject for projects Technology IT Policy Director Committees, Committee, DIR whose cost Services Deputy Management Executive, Management greater than Executive Team Team, Originator $250,000 and no Director and fee is involved Vendor Executive Director Attachment H-1 Page 131 July 31, 2009 Policies and Procedures Manual
  • 132. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Business Case Responsible Accountable Consulted Informed Task Recommend DIR Statewide Statewide Boards, Management Team, Board Approval Technology Technology Committees, Originator when a fee is Services Deputy Services Deputy Management involved Executive Executive Director Team Director and Vendor Executive Director Once DIR Board DIR Board Boards, Originator, Management Recommended, Committees, Team approve projects Management when a fee is Team involved 6.1.8 Soliciting Input from Other Councils/Boards/Committees While the BCP is primarily the responsibility of the Project Review Board, the Board may need to seek the input and consultation of other TexasOnline 2.0 governance entities. Examples of when this may be necessary include: Table 5: Scenarios for Soliciting Input from Other Boards Scenario Consult Projects that require modifications to the Architecture and Standards Board and the TexasOnline 2.0 infrastructure Change Control Board Project that is a substantial change to the Customer Advisory Board and Occupational TexasOnline 2.0 Occupational License License Steering Committee (OLSC) Application Project that involves the Application Marketplace 3PAC or applications deployed through the Application Marketplace 6.1.9 Business Case Process Requirements 6.1.9.1 Business Case Steps Table 6 provides a map of the review procedures for the TexasOnline 2.0 Business Case Process. Attachment H-1 Page 132 July 31, 2009 Policies and Procedures Manual
  • 133. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Table 6: Business Case Alignment Business Case Process Description Purpose Submit Solution origination can begin at Ensures DIR, Vendor, Vendor/ any layer in the proposed Customers, and other Originator governance structure. Business governance bodies have Case input documents are opportunities to propose completed by the Vendor with TexasOnline 2.0 Projects. Project Prioritization input from the Customer and PRB DIR. The Project Review Board Ensures coherent case Recommend prioritizes and recommends for investment value of a Approve/Reject/Defer approval of Business Cases in Project. Business Case accordance with Exhibit H PRB Governance and the Business Case Process. The Project Review Board may Ensures appropriate input route the Business Case to other from other governance Approve/Reject/Defer TexasOnline 2.0 governance committees, boards, Is cost > Statewide Tech Svcs entity during review. The Project councils. Project Cost Yes Review Board will use the input $250K? Deputy Exec Dir Review Vendor Exec Dir of the other governance entities to make the final recommendation. No Approve/Reject/Defer eGov & IT Policy Dir Project cost thresholds Provides cost control to Vendor Exec Dir determine the appropriate final project and fee analysis. reviewing entity. Fees must be approved by DIR Board. Is Fee Approve/Reject/Defer Yes Fee Review involved? DIR Board With the successful approval, Ensures project is the Business Case, the Vendor, managed and monitored DIR, and Customer will develop according to TexasOnline No a Customer Agreement and the 2.0 project management No additional approval Project will be submitted to the practices. required PMO for project initiation. Submit to PMO for Project Development Process PRB End 6.1.10 Entry Criteria The following criteria must be met before the Project Review Board can review a Business Case for approval/disapproval: Attachment H-1 Page 133 July 31, 2009 Policies and Procedures Manual
  • 134. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance • Business Case has been pre-qualified when a Customer reviews and signs a statement to initiate the process • Inputs (defined below) have been completed by the Vendor, Customer, and DIR. 6.1.11 Inputs Each of the following are required input for the Business Case Process. The inputs must be comprehensively completed and submitted one week prior to the Project Review Board’s monthly meeting. • Information Gathering Questionnaire • Statement of Work − Project purpose statement − Scope statement − Project benefit statement − High-level business requirements − High-level technical requirements − Rough Project schedule − Statewide Impact Analysis − High-level Disentanglement approach for SaaS − Determine Project Sponsor, key stakeholders and roles • Business Case Financial Workbook − Rough-Order-Magnitude and Cost score − Proposed fee schedule − Business model to recoup upfront investment and ongoing costs − TexasOnline 2.0 financial impact statement, including any need for a mutually- agreed Budget Amendment − Customer financial impact statement − Alternate business models to generate new revenue • Business Case Prioritization Process and Template The Business Case Prioritization Process and Template will be the cover for the Business Case input documentation, including a recommendation for proceeding/not proceeding. 6.1.12 Business Case Flows The Project Review Board plays a central role in receiving, evaluating and processing a Business Case. An Originator can submit a Business Case for these scenarios: • A Project, application or service for TexasOnline 2.0 Attachment H-1 Page 134 July 31, 2009 Policies and Procedures Manual
  • 135. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance • Change to a Project that is not eligible for the Change Management Process • End of Term Business Case for a Project that is initiated near the end of the term of the Master Agreement • 5% increase in DCS or TEX-AN costs as a result of an increase in DCS or TEX-AN pricing • An agreed-to update to a Plan that results in a material change to TexasOnline 2.0 operations 6.1.12.1Business Case Flow – End of Term 6.1.12.1.1Revenue Generating Projects When a Business Case is approved within 12 months prior to the expiration date of the Master Agreement, or is of a scope that the Vendor is unlikely to receive sufficient Transaction Revenue and/or Service Revenue to fully compensate the Vendor’s projected costs by the end of the Master Agreement, the Project Review Board will consider the Project Value Score and Project schedule in its review. The Project Review Board uses the Pending Risk Register to classify End of Term Business Cases. Projects recommended for approval and prioritized by the Project Review Board and mutually-agreed by DIR and Vendor will constitute agreement by DIR to compensate the Vendor according Business Case Financial Workbook-Project Value Score in accordance with the Exhibit B Terms and Conditions, Section 11.03(d) Termination fee. 6.1.12.1.2Non-Revenue Generating Projects When a Business Case for a non-revenue generating project is approved 12 months prior to the expiration of the Master Agreement, the Project Review Board will consider the Project Value Score and Project schedule in its review. The Project Review Board uses the Pending Risk Register to classify End of Term Business Cases. Unless the Project funding is provided for in the Annual Budget or a Budget Amendment, Projects recommended for approval and prioritized by the Project Review Board and mutually-agreed by DIR and Vendor will constitute agreement by DIR to compensate the Vendor according Business Case Financial Workbook-Project Value Score in accordance with Exhibit B Terms and Conditions, Section 11.03(d) Termination fee. 6.1.13 Exit Criteria The Project Review Board will issue a recommendation for approval/disapproval of a Project, based on the Business Case Prioritization Score. Business Cases that are incomplete or deferred will enter a feedback/improvement loop until a final determination is made. Business Cases in the improvement loop are provided a Business Case Modification Instruction defined in Table 7. BCPs that are recommended for approval are submitted to the appropriate authority (Illustrated in Table 4) for approval and signature. 6.1.14 Outputs The following table provides a list of possible output documents for the BCP. Attachment H-1 Page 135 July 31, 2009 Policies and Procedures Manual
  • 136. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Table 7: Possible Business Case Outputs Output Name Description/Purpose Next Steps Business Case The Modification Instruction provides Originator/Vendor/DIR Modification instructions for Business Cases that are in improves Business Case Instruction a feedback/improvement loop. The based on Business Case (Business Case instructions will assist the Originator, DIR, Modification Instruction. The Defer) and/or Vendor in providing the information modification may include that will allow the Project Review Board to revised scope or specification, make a final determination for the reprioritization of Program Business Case. activities (such as redeploying TexasOnline 2.0 resources working on Portal Enhancements, for example, to a Strategic Requirement) or an alternate business model that identifies new Transaction Revenue, Service Revenue or other funding. The Business Case is in a feedback/improvement loop for further consideration. Risk Register The Risk Register Item Instructions assist Vendor will enter risks into Item Instructions in the continuing Project documentation, Project Risk Register for taking the higher risk statements from the continued management. Business Case Prioritization Process and Template. Business Case An approval statement for the Business Routed to DIR, Originator, Approval Case. Customer, and Vendor. Business Case A rejection statement for the Business Routed to DIR, Originator, Rejection Case. Provides a rationale for rejection. Customer, and Vendor. Budget The Budget Amendment provides the Routed to DIR and Vendor in Amendment (as details of the Annual Budget modifications accordance with the Budget needed) that will be required of a Business Case. Amendment Section of this Not all Business Cases will require a PPM. Budget Amendment. 6.1.15 Business Case Process Tools The following table includes a listing of the BCP Tools, a description of each and the party(ies) responsible for completion of each. The table also provides the PPM appendix number for each tool. All Business Cases and their associated documentation will be input into the TexasOnline 2.0 Program dashboard. Attachment H-1 Page 136 July 31, 2009 Policies and Procedures Manual
  • 137. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Table 8: Business Case Process Tools Tool Name Description/Purpose Responsible Party Appendix or Parties Number Information The Information Gathering Originator Appendix Gathering Questionnaire allows BCP parties BCP-A Questionnaire to understand the basic requirements, goals, and processes for the proposed Project. Statement of Work The Statement of Work provides Vendor and Appendix high-level details of the Project Originator BCP-B scope, requirements, benefit, impact, and schedule. Business Case The Business Case Financial Vendor and Appendix Financial Workbook Workbook provides Rough-Order- Originator BCP-C Magnitude/Cost statement and financial impact statements on the Annual Budget for the Vendor, Customer, and TexasOnline 2.0 Program. Business Case The Business Case Prioritization Vendor and Appendix Prioritization Process and Template score the Originator BCP-D Process and value, resources, and risk for the Template Business Case. Business Case The Modification Instruction Originator and Appendix Modification provides instructions for Business Vendor BCP-E Instruction Cases that are in a feedback/improvement loop. The instructions will assist the Originator and/or Vendor in providing the information that will allow the Project Review Board to make a final determination for the Business Case. Risk Register Item The Risk Register Item Project Review Appendix Instructions Instructions assist in the Board BCP-F continuing Project documentation, taking the higher risk statements from the Project Prioritization. Attachment H-1 Page 137 July 31, 2009 Policies and Procedures Manual
  • 138. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Tool Name Description/Purpose Responsible Party Appendix or Parties Number Recommendation for Recommendation for approval or Project Review Appendix Business Case rejection of the Business Case Board BCP-G/BCP-H Approval or Process. Rejection Business Case An approval statement or a DIR eGovernment Appendix Approval or rejection statement for the and IT Policy BCP-G/BCP-H Rejection for Business Case for Projects whose Director and projects <= cost is not more than $250,000. Vendor Executive $250,000 Director Business Case An approval statement or a Statewide Appendix Approval or rejection statement for the Technology BCP-G/BCP-H Rejection for Business Case for Projects whose Services Deputy projects > $250,000 cost is greater than $250,000. Executive Director and Vendor Executive Director Business Case An approval statement or a DIR Board No Appendix- Approval for projects rejection statement for the Business Case where a fee is Business Case for Projects that involved. involve a fee. 6.2 Architectural Review Process Note: The final Architectural Review Process will be developed as part of the Implementation phase of TexasOnline 2.0 and will be added to the TexasOnline 2.0 Policies and Procedures Manual. 6.2.1 Purpose The purpose of the Architectural Review Process is to allow DIR and Vendor to provide leadership and support for data sharing and interoperability initiatives between Customer processes and systems. As defined earlier in the PPM, the Architecture and Standards Board (ASB) will have authority over the Architectural Review Process and will participate at key phases in the process. 6.2.2 Objectives The objectives of the Architectural Review Process are to: • Establish common architectural standards and best practices • Streamline data management and reporting Attachment H-1 Page 138 July 31, 2009 Policies and Procedures Manual
  • 139. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance • Improve data sharing • Advance information system and process integration 6.2.3 Scope The Architectural Review Process provides controls for the Architecture and Standards Board to perform the following: • Review proposed TexasOnline 2.0 architecture improvement, enhancement, or other plans for change, to ensure compliance to documented architecture standards, and make recommendations on Project approvals based on compliance to those standards • Provide review and approval to requests for changes or amendment to existing architecture standards • Establish best practices and documented standards for TexasOnline 2.0 that coincide with statewide interoperability practices and plans • Provide a means to update and improve architecture standards 6.2.4 Roles and Responsibilities Architectural review responsibilities will largely rest with the TexasOnline 2.0 Architecture and Standards Board. Membership of the ASB includes a cross-section of DIR and Vendor employees as outlined in Section 4.3.3. The DIR Portal Manager and the Vendor Director of Technology will serve as Co-Chairs and have joint responsibility for the Architectural Review Process. 6.2.5 Entry Criteria Note: Entry criteria will be determined during the completion of the Architectural Review Process. 6.2.6 Inputs Note: A complete list of Architectural Review Inputs will be determined during the completion of the Architectural Review Process. The following represents input documentation that will be required as part of the Architectural Review Process: • Technical Reference Model- Documentation of current hardware, software, standards, protocols, and configurations, as a baseline to consider proposed changes. A Technical Reference Model will be due to DIR no later than April 1, 2010. Attachment H-1 Page 139 July 31, 2009 Policies and Procedures Manual
  • 140. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance 6.2.7 Steps Note: Process Steps will be determined during the completion of the Architectural Review Process. 6.2.8 Exit Criteria Note: Exit Criteria will be determined during the completion of the Architectural Review Process. 6.2.9 Outputs Note: Outputs will be determined during the completion of the Architectural Review Process. 6.2.10 Tools Note: Tools will be determined during the completion of the Architectural Review Process. 6.2.11 Summary Workflow Table 9 offers an illustration of the proposed Architectural Review Process. Attachment H-1 Page 140 July 31, 2009 Policies and Procedures Manual
  • 141. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Table 9: Aligning Architectural Review with Governance Architectural Review Process Alignment with Purpose TexasOnline 2.0 Governance Model New system is proposed or Allows input from Business Begin architecture issues are flagged Case process, and ensures from any of the reporting problems, issues, improvements systems. captured from multiple systems Proposed or Existing are considered. Technology/System Architecture and Standards Allows Board to analyze System Board obtains breakdown/ granular components of Decomposition decomposition into core technology architecture. into Core technologies for analysis. Technologies Architecture and Standards Ensures technology architecture TexasOnline SOA, DIR Enterprise Board determines if is compliant with TexasOnline ESB, Published Do all the core Architecture Specifications technologies meet Roadmap technology complies with 2.0 standards and statewide standards? TexasOnline 2.0 standards. standards. Yes No If compliant, Architecture and Provides means for approval, Make Standards Board and modifications to overall Include Technology/ Can proposed Service in No recommendations recommends approval and architecture guidelines. system use TexasOnline Portfolio and return to makes appropriate of Projects alternate vendor for standards? changes or cancel notification.. Yes If architecture standards Ensures changes to Make updates to End End require changes, Architecture architectural guidelines are published Make standards TexasOnline exception and Standards Board integrated back into the standards ensures TexasOnline 2.0 TexasOnline 2.0 standards and architecture guidelines and policies. standards documentation is updated. 6.3 Change Management Process Note: The final Change Management Process will be developed as part of the Implementation phase of TexasOnline 2.0 and will be added to the TexasOnline 2.0 Policies and Procedures Manual. 6.3.1 Purpose The purpose of the Change Management Process is to ensure that Changes to TexasOnline 2.0 technologies are introduced in a controlled and coordinated manner. The Change Management Process ensures that Changes are assessed and approved by the Change Control Board, which is comprised of DIR, Customers, the Vendor, and third-party vendors. As defined earlier in the PPM, the Change Control Board (CCB) will have authority over the Change Management Process and will participate at key phases in the process. Attachment H-1 Page 141 July 31, 2009 Policies and Procedures Manual
  • 142. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance 6.3.2 Objectives The objectives of the Change Management Process are to achieve the following: • Ensure stability and performance of TexasOnline 2.0 • Minimize disruption to services • Reduce back-out activities • Efficiently use resources in implementing changes To reduce exposure to unforeseen technical conflicts, changes in version or protocols, bug fixes, security weaknesses, or other sources of technical malfunction, the Change Management Process will be applied uniformly throughout TexasOnline 2.0 operations and management processes. 6.3.3 Scope The change management solution integrates governance with the many disciplines of operating TexasOnline 2.0, including: • Program management • Portfolio management • Change management • Risk management • Issue management • Release management 6.3.4 Roles and Responsibilities Change management responsibilities will largely rest with the TexasOnline 2.0 Change Control Board. Membership of the Change Control Board includes a cross-section of DIR and Vendor employees, as outlined in Section 4.3.5. As Chair of the Change Control Board, the Vendor Change Manager will have responsibility for the Change Management Process, ensuring compliance with process and governance requirements. To achieve this, the Vendor Change Manager monitors the operation of the Change Management Process and overall environment to identify trends, compiles statistics that illustrate trends, and creates change trend reports and exception reports. The Change Manager formally tracks all information about all change requests in the Change Request Log and Change Register, each which will be readily accessible by DIR and the governance team through the TexasOnline 2.0 dashboard. 6.3.5 Entry Criteria Note: Entry criteria will be determined during the completion of the Change Management Process. Attachment H-1 Page 142 July 31, 2009 Policies and Procedures Manual
  • 143. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance 6.3.6 Inputs Note: A complete list of Change Management Inputs will be determined during the completion of the Change Management Process. The following represents input documentation that will be required as part of the Change Management Process: • Technical Reference Model- Documentation of current hardware, software, standards, protocols, and configurations, as a baseline to consider proposed changes. A Technical Reference Model will be due to DIR no later than April 1, 2010. 6.3.7 Steps Note: Process Steps will be determined during the completion of the Change Management Process. 6.3.8 Exit Criteria Note: Exit Criteria will be determined during the completion of the Change Management Process. 6.3.9 Outputs Note: Outputs will be determined during the completion of the Change Management Process. 6.3.10 Tools Note: Tools will be determined during the completion of the Change Management Process. 6.3.11 Summary Workflow Figure 3 below provides a diagram of the Change Management Process. Attachment H-1 Page 143 July 31, 2009 Policies and Procedures Manual
  • 144. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Figure 3: Change Management Process Change Complete Change Request Requester Change Form Communicate Change Request Form & Request Outcome to Submit to Change Identified Stakeholders Mgr Status: New Change Change Control Register Change Manager Forward Change Request Supporting Form Allocate Docs Req Form to Submit to Resources to do Program/Project Authorizing Body Impact Assess Office Status: Ready for Status: New Status: New Review Project Docs Program/ Manager Update impacted Project program /project documentation Status: Closed Project/Program Change Change Change Enter Change Register Register Register Request in Update Status in Update Status in Office Change Control Change Register Change Register Log Status: Under Status: Approved, Status: New Review Rejected, Deferred Change Register Assessor Complete Impact Impact Supporting Assess Docs Status: Ready for Review Change Program/Health Req Form Supporting Project/ Approve, Reject, Docs CCB Defer Change Request Status: Under Review 6.4 Advisory Groups Process Note: The final Advisory Group Process will be developed as part of the Implementation phase of TexasOnline 2.0 and will be added to the TexasOnline 2.0 Policies and Procedures Manual. 6.4.1 Purpose The purpose of the Advisory Group Process is to ensure customer input is appropriately integrated into the day-to-day governance of TexasOnline 2.0, so that Customer interests are considered, developed, and implemented appropriately. 6.4.2 Objectives The objectives of the Advisory Groups Process are to achieve the following: Attachment H-1 Page 144 July 31, 2009 Policies and Procedures Manual
  • 145. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance • Ensure stability and performance of TexasOnline 2.0 • Ensure input from Advisory Groups in TexasOnline 2.0 initiatives 6.4.3 Scope The scope of the Advisory Group Process will be to ensure advisory groups contribute to, evaluate, consult, and provide input to TexasOnline 2.0 initiatives. The advisory groups are highlighted in Figure 1 and Section 4.3.2 of this document. The Advisory Group Process will ensure that advisory groups have a voice in the broad direction and quality assurance of TexasOnline 2.0. 6.4.4 Roles and Responsibilities TexasOnline 2.0 Advisory Groups Process is organized by roles and responsibilities, which are aligned with the governance model of this document, and expand on the activities required of the Advisory Groups Process. Part of the responsibilities of the Advisory Groups, include the following: • Offer advice and counsel to DIR, as well as the Executive Steering Committee • Provide Customer advice, concerns, and evaluations • Provide a communication forum for DIR Customers to offer input and feedback to DIR and Vendor • Assist in the identification of Customer needs and wants The Advisory Groups will consist of Customer representatives, Customer IT Directors, Assistant Director eGovernment, DIR Portal Manager, DIR Marketing and Business Development Officer, Vendor Executive Director, Vendor Director of Portal Operations, Vendor Director of Outreach. TexasOnline 2.0 will incorporate multiple advisory groups. 6.4.5 Entry Criteria Note: Entry criteria will be determined during the completion of the Advisory Group Process. 6.4.6 Inputs Note: Inputs will be determined during the completion of the Advisory Group Process. 6.4.7 Steps Note: Steps will be defined during the completion of the Advisory Group Process, on or before October 1, 2009. 6.4.8 Exit Criteria Note: Exit criteria will be determined during the completion of the Advisory Group Process. Attachment H-1 Page 145 July 31, 2009 Policies and Procedures Manual
  • 146. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance 6.4.9 Outputs Note: Outputs will be determined during the completion of the Advisory Group Process. 6.4.10 Tools Note: Entry criteria will be determined during the completion of the Advisory Group Process. 6.4.11 Summary Workflow Advisory Groups will provide input into the Business Case Process and Third-Party Solution Process, as well as many other aspects of TexasOnline 2.0. The figure below illustrates customer advisory group influence on TexasOnline 2.0 on governance and operations. Figure 4: Customer Participation in Governance Evaluate & Develop Requirements & Identify Needs & Issues Quantify Impact Promote to PRB or 3PAC Agenda Customer Groups Sponsors Users Customer Councils Customer Trends Customer Councils Agencies Customer Services Other 6.5 Third-Party Solutions Process The following offers a high-level framework of the Third-Party Solutions Processes that will be developed and followed by the 3PAC. 3PAC members will be responsible for defining more detailed processes and policies of the Third-Party Evaluations Process, pending the approval of the Executive Steering Committee. The processes created by 3PAC will be updated and described in detail through the PPM update process. 6.5.1 Scenarios for 3PAC Consideration Because the 3PAC will be responsible for developing the 3PAC evaluation process and documentation, the Council membership may want to consider the following third-party Attachment H-1 Page 146 July 31, 2009 Policies and Procedures Manual
  • 147. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance application scenarios. 3PAC will establish processes for reviewing third-party solutions. Examples of the solutions that will be considered by the 3PAC include: • Sources of Third-Party Solutions − Customer-developed software − Software developed by party/vendor contracted by a Customer − Shrink-wrapped commercial software − Open source/community developed software − Software developed/purchased as part of a TexasOnline 2.0 Program • Classes of Third-Party Solutions − Infrastructure application or service (e.g. RDBMS, web server, ESB) − Web-based application − Thick client/Desktop application − Hosted/SaaS Application − Application framework − Software component (e.g. widget, UI component, object library) − Middleware − Mobile application Examples of process flows that would be established by 3PAC include: • Application developed by a Customer that is made available to other Customers: This is a third-party application developed by one Customer that might be useful for other Customers, e.g., a calendaring application. Process Flow: If the application needs to be rewritten or otherwise requires the use of resources in the Annual Budget, then the application would go before the Project Review Board. If no investment of Vendor resources is necessary, the application would go to the 3PAC. • SaaS service developed by Vendor to be made available to the public: An application is not offered for download but is instead offered as a service. Process Flow: Review by the Project Review Board. • SaaS service developed by Vendor to be made available to the public: An application is not offered for download but is instead offered as a service. The application is subsequently modified by a Customer that desires to offer the modified service to other Customers. Process Flow: Review by the 3PAC Attachment H-1 Page 147 July 31, 2009 Policies and Procedures Manual
  • 148. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance • Third-party shrink-wrap software made available to Customers, e.g., Microsoft CRM. Process Flow: Review by the Project Review Board • Third-party shrink-wrapped software made available to Customers: The software is later modified by a Customer and then made available to the public. Process Flow: Review by the 3PAC • Privately developed software made available through the Application Marketplace: A private, authorized software provider creates an application that he/they want(s) to make available through the Application Marketplace. Process Flow: Review by the 3PAC The following diagram illustrates the governance processes for third-party solutions. Attachment H-1 Page 148 July 31, 2009 Policies and Procedures Manual
  • 149. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Figure 5: Governance Process for Third-Party Solutions 3PAC Business Case Process Submits BC Pre-Qual PRB Business Case Process (Agency/Vendor/3rd Party) Agency/Vendor / (Agency/Vendor) Other 3PAC Bus Case , Bus Case , Impact Analysis Impact Analysis Submits 3PAC 3PAC Bus Case Submits PRB Bus Bus Case Does BC Have Bus Case Review Review Process Case No Partnership Agency/Vendor / Investment? Yes PRB 3PAC Agency/Vendor Other Recommends Recommends Revises Bus Case Approval of Approval of BC? 3PAC BC? Agency/Vendor PRB Yes Yes No Yes Does the BC Does the BC Recommend propose a propose a End No Revision of Fee? Fee? BC? No Yes Yes Review BC & PRB Review BC & 3PAC Revises Bus Case Recommendation No Recommendation DIR Board No Agency/Vendor DIR Board Yes No Fee Approved? Fee Approved? Recommends DIR Board DIR Board No Revision of 3PAC BC Yes Yes No End Revise 3PAC Bus Revise Bus Case Establish Project Establish Project Case with DIR with DIR Charter Charter Modifications Yes Modifications Agency/Vendor / Agency/Vendor Agency/Vendor / Agency/Vendor Other Other Is it viable for Application Marketplace? No Program Program Management Management 6.5.2 Entry Criteria Entry criteria will allow for appropriate routing of third-party solutions to the 3PAC or Project Review Board. This may be achieved through a simple pre-qualification questionnaire that may include: • Solution provider Attachment H-1 Page 149 July 31, 2009 Policies and Procedures Manual
  • 150. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance • Sponsoring Customer/entity • Effort, investment, and resources that may be required of the TexasOnline 2.0 Vendor • Purpose of the software 6.5.3 Solution Specifications Solutions specifications should provide details that enable the 3PAC to determine the solution’s viability. Some considerations include: • Licensing • Price • Derivative Works / Right to Extend • Source Code Availability • IP Ownership • Security • Privacy • Compliance with Architecture Standards • Compatibility with Existing Platform • Redundancy (does this application or service already exist) • Support • Maintenance • Accessibility • Version Control/Change Management 6.5.4 Inputs 3PAC will develop process documentation required to evaluate third-party solutions. 6.5.5 Evaluation Process Steps/Flow 3PAC will develop protocol and process flow for the third-party solution evaluation process. 6.5.6 Outputs 3PAC will develop documentation and actions that complete the approval or disapproval of a third-party solution. Attachment H-1 Page 150 July 31, 2009 Policies and Procedures Manual
  • 151. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance 6.5.7 Tools 3PAC will identify tools that may be used to assist the 3PAC in completing the evaluation process. 6.5.8 Terms and Conditions 3PAC will develop supporting documentation of the terms and/or conditions that should apply to each participating entity. The 3PAC may wish to consider: • Parties: − Between TexasOnline 2.0 and Third-Party Developer − Between TexasOnline 2.0 and User − Between TexasOnline 2.0 and shrink wrap software provider − Between Third-Party Developer and User (pass-through license) • Terms: − Definitions − License of the Product (depends upon who the parties are) − System Requirements − Privacy − Security − Use of Products and Services − Payment − Intellectual Property − Termination − General Compliance with Laws − No Responsibility for Third-party Materials or Websites − Disclaimer of Warranties, Limited Liability − Changes − Notices − Governing Law − Advertising − Authorization of Application Marketplace users • References for Terms and Conditions: − Apple iTunes http://www.apple.com/legal/itunes/appstore/us/terms.html Attachment H-1 Page 151 July 31, 2009 Policies and Procedures Manual
  • 152. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance − Windows Mobile http://developer.windowsmobile.com/resources/en-US/Windows%20Marketplace %20Application%20Provider%20Agreement.draft.pdf 6.5.9 Terms and Conditions 3PAC will develop appropriate performance criteria to ensure quality, security, and reliability of Third Party Applications through the certification process. Upon mutual agreement by the Parties, agreed upon performance criteria will be included in Exhibit D Performance Criteria. 6.6 Financial Management 6.6.1 Financial Processing Procedures 6.6.1.1 Purpose The purpose of the TexasOnline 2.0 Financial Processing Procedures is to provide a roadmap for the business and technical flow of funds. The flow of funds is in compliance with the requirements of the CPA, Fiscal Policies and Procedures for Electronic Processing of Revenues and Expenditures (APS 029) (https://fmx.cpa.state.tx.us/fm/pubs/aps/29/08-09/aps_029.pdf). 6.6.1.2 Scope The scope of the TexasOnline 2.0 Financial Processing Procedures provides the flow of funds for revenues and expenditures related to TexasOnline 2.0 electronic transactions, including: Payment Types • All Major Credit Cards (Visa, MasterCard, American Express, Discover) • Debit Cards (Pinned and PIN-less) • eChecks/ACH (Business and individual) • Recurring Payments Payment Channels • Web • IVR • Over-the-Counter • Kiosk • Mobile • Subscriber Payments Attachment H-1 Page 152 July 31, 2009 Policies and Procedures Manual
  • 153. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance 6.6.1.3 Roles and Responsibilities Attribute Description Vendor • Provides payment engine • Provides disbursement integration with USAS for Customer Fees and State Share of Total Revenue • Provides financial reporting • Manages accounts payables of TexasOnline 2.0 expenses • Completes true-up process for Master Work Order Projects as part of the Texas Electronic Framework Agreement DIR • Verifies accuracy of State Share of Total Revenue disbursement • Verifies accuracy of financial reporting Executive Steering • Verifies accuracy of financial reporting Committee • Verifies completion of disbursements and accounts payables CPA • Provides authorization for collection of fees • Provides USAS interface for TPE integration • Provides review of USAS-reported revenues • Distributes revenues Customer • Verifies accuracy of revenues posted to USAS • Assists in any Comptroller compliance measures 6.6.1.4 Requirements The TexasOnline 2.0 Financial Processing Procedures include the following requirements: • Transaction reporting is integrated with USAS • Total Revenue is received by Treasury Operations in the Comptroller’s Office • Funds remaining after Customer Fees and Taxes have been paid are distributed to the State for State Share of Total Revenue and to the Vendor for TexasOnline 2.0 expenses and Vendor Portion of Total Revenue. • For Master Work Order Projects covered under the Texas Electronic Framework Agreement, a monthly true-up process ensures that the State Revenue collected is the correct percentage of TexasOnline 2.0 Revenues. 6.6.1.5 Steps Step Action 1 Complete e-Commerce Transaction A citizen or business completes an e-commerce application or service transaction via TexasOnline 2.0. As a part of the transaction TexasOnline 2.0 authorizes payment for the service through one of the accepted payment methods or channels. Payments Attachment H-1 Page 153 July 31, 2009 Policies and Procedures Manual
  • 154. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Step Action include the Customer Fee, as well as any Convenience Fees and Premium Subscription Fees. 2 Credit/Debit Card Capture Through a secure TexasOnline 2.0 financial processing gateway, authorized payment transactions are electronically and securely passed to a credit card processing service, then to the end user’s credit card company. 3 eCheck/ACH Capture eChecks are similar to paper checks, requiring routing through the Federal Reserve Bank. This is completed via an Electronic Payments Association (NACHA) process. Vendor’s payment gateway ensures accuracy of bank routing and account numbers, limiting some of the return check risk. Verified/authorized eCheck transactions are batched for processing through NACHA. Assuming funds are available in the user’s account the NACHA process will capture funds. 4 Settlement of Funds Captured funds (less third party fees) are automatically deposited into State of Texas Treasury accounts for Comptroller funds settlement. Data required by the Comptroller’s Office for proper Credit card and other transactional information is sent by the payment gateway and received by Treasury Operations in the Comptroller’s Office. 5 Comptroller of Public Accounts Distributes Funds The payment is assigned to the different revenue and expenditure codes according to Customer-specific merchant accounts and recorded in USAS. On a daily and aggregate basis, the CPA issues the following payments: • Customer Fees to the appropriate Treasury accounts • The then-applicable percentage share of remaining TexasOnline 2.0 revenue for State Share of Total Revenue to the General fund. • The remaining funds to the TexasOnline 2.0 account. 6 Vendor Pays TexasOnline 2.0 Expenses From the Vendor TexasOnline 2.0 account, drafts are made against operational expenses. Expenses include payments for Vendor’s operational expenses, suppliers, and Subcontractor fees. For DCS and TEX-AN costs, DIR is invoiced. Invoices must be approved by DIR and Vendor. Vendor will pay approved invoices from the TexasOnline 2.0 account. 7 Vendor Portion of Total Revenue The remainder of funds from the TexasOnline 2.0 account become the Vendor Portion of Total Revenue and are accessible to the Vendor for distribution to Vendor-owned accounts. Attachment H-1 Page 154 July 31, 2009 Policies and Procedures Manual
  • 155. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance 6.6.1.6 Summary Workflow Figure 6: TexasOnline 2.0 Financial Processing Workflow Credit/ Debit Card Authorized e - or ACH TexasOnline 2.0 Commerce Citizen/Business Transaction Payment Engine User Credit/Debit eCheck /ACH Card Payment Payment Gateway Gateway Credit/ NACHA Debit Card Processing Processing Payment Electronic Electronic Settlement/Posting Payment Payment to USAS Credit/Debit eCheck /ACH Card Capture Capture Funds Distribution Statutory , Regulatory , or State Share of Total Other Revenue Revenue (Customer Fees ) General Agency Fund/State Accounts Revenue Vendor TexasOnline 2.0 Account Vendor Pays Monthly Process TexasOnline Expenses Variable DIR Approval Vendor of Expenses Operating Infrastructure / (subcontractor Expenses Telecom fees , etc.) Invoices TEX -AN and DCS Expenses Attachment H-1 Page 155 July 31, 2009 Policies and Procedures Manual
  • 156. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance 6.6.2 TexasOnline 2.0 Annual Budget Process 6.6.2.1 Purpose The purpose of the Annual Budget Process is to ensure that the TexasOnline 2.0 Annual Budget is developed, reviewed, modified, and approved in an expeditious manner. The Annual Budget Process ensures that the budget is complete, accurate, and accepted by the authorized personnel. 6.6.2.2 Objectives The objectives of the Annual Budget Process are to achieve the following: • Provide a roadmap for TexasOnline 2.0 budget approval • Document personnel responsibility as it relates to the budget process • Ensure stability of TexasOnline 2.0 operations by providing ongoing operational funding 6.6.2.3 Roles and Responsibilities As defined earlier in the PPM, DIR and Vendor have various roles in the review and approval of the TexasOnline 2.0 Annual Budget. Vendor’s personnel participating in the Budget Process include: Title Budget Process Role TexasOnline 2.0 Director of Finance Prepares and proposes budget TexasOnline 2.0 Director of Portal Operations Prepares and proposes budget TexasOnline 2.0 Executive Director Recommends budget and approves budget amendments Corporate Vice President Portal Finance Recommends budget Corporate Controller Recommends budget Corporate Executive Vice President Approves budget DIR’s personnel participating in the Budget Process include: Title Budget Process Role Assistant Director eGovernment Services Recommends budget eGovernment and IT Policy Director Recommends budget Financial Officer Recommends budget Operations and Statewide Technology Sourcing Deputy Recommends budget Executive Director Statewide Technology Services Deputy Executive Director Recommends budget and approves budget amendments Executive Director Approves budget Attachment H-1 Page 156 July 31, 2009 Policies and Procedures Manual
  • 157. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Title Budget Process Role DIR Board Reviews budget 6.6.2.4 Budget Development Steps The following steps are required for completion of the TexasOnline 2.0 budget development: Step Action Assigned To 1 Develop the budget proposal. Managers from the Vendor team, the Director of Portal Note: The budget proposal will include: Operations and the Director of Finance • Statement of operations, • Investment in capital Projects, • Distribution of revenue share, • Detail revenue budgets by service, • Detail expense budgets, • Capital cost budgets, • Marketing Plan, • Statement of Compliance with Most Favored Customer status, and • Other reports as directed by DIR. 2 Deliver budget proposal to Vendor Executive Director and Vendor Director of Portal set review meeting date. Operations and Finance Director Budget proposal enters internal feedback/modification loop 3 Recommends budget to Corporate Vice President Portal Vendor Executive Director Finance, Corporate Controller, and Corporate Executive Vice President for review, comment, or acceptance. 4 Reviews recommended budget and makes Vice President Portal recommendations Finance, Controller, and Executive Vice President Budget proposal enters external feedback/modification loop 5 Upon acceptance by Vendor’s corporate officers, delivers Vendor Executive Director and recommends the annual TexasOnline 2.0 budget proposal to DIR personnel. This step of the process is to be completed no later than end of day, each June 1. DIR personnel to whom the budget will be distributed Attachment H-1 Page 157 July 31, 2009 Policies and Procedures Manual
  • 158. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Step Action Assigned To include: • Assistant Director of eGovernment Services, • eGovernment and IT Policy Director, • Financial Officer, • Statewide Technology Services Deputy Executive Director, and • Operations and Statewide Technology Sourcing Deputy Executive Director. 6 Provides confirmation of receipt of budget. DIR 7 Reviews budget and provides review, comment, or DIR acceptance. 8 Reviews DIR comments and modifies as agreed in Vendor advance of an Annual Budget review meeting. 9 Annual Budget meeting to review and modify, as Vendor and DIR necessary, the edited budget 10 Recommend budget to DIR Executive Director for review, DIR edit, or authorization. 11 Reviews, edits, or authorizes. DIR Executive Director End of external feedback/modification loop 12 Upon approval by the DIR Executive Director and Vendor DIR Executive Director and Executive Vice President, the budget approval form is Vendor Executive Vice completed. President 13 Delivers approved budget to the DIR Board. DIR Executive Director 6.6.2.5 Summary Workflow Summary workflow of the Budget Development and Approval Process is provided in Figure 7: Budget Development Process below. Attachment H-1 Page 158 July 31, 2009 Policies and Procedures Manual
  • 159. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Figure 7: Budget Development Process Begin Develop Budget Proposal Vendor Team, Dir. of Portal Ops, Dir. of Finance Deliver Budget Proposal to Ex. Director Dir. of Portal Ops, Finance Dir. Budget Proposal Feedback/Modification Submit Budget to VP Portal Finance Controller & Executive VP Loop Vendor Ex. Director Reviews & Makes Recommendations Vendor Executives Accepted Budget Proposal Delivers Budget Proposal to DIR Vendor Ex. Director Feedback/Modification Reviews Budget Proposal & Makes Recommendations DIR Loop Discussion & Input of Recommended changes Vendor Team Approved Budget Budget Approved Deliver Budget to DIR Board End DIR Ex. Director & Vendor Ex. VP DIR Ex. Director Attachment H-1 Page 159 July 31, 2009 Policies and Procedures Manual
  • 160. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance 6.6.2.6 Budget Amendment Process There may be a need to amend the Annual Budget outside of the Annual Budget Process. Either DIR or Vendor may submit to the other Party a written Budget Amendment. If DIR and the Vendor agree upon the proposed Budget Amendment, the Parties will execute the written Budget Amendment, and the revised Annual Budget will be posted on the dashboard. If the DIR and Vendor cannot agree on the proposed change, the change may be submitted to the Executive Steering Committee for recommended resolution; however, any change will require the approval of both DIR Statewide Technology Services Deputy Executive Director and Vendor Executive Director. Attachment H-1 Page 160 July 31, 2009 Policies and Procedures Manual
  • 161. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Appendices Appendix BCP-A: Information Gathering Questionnaire Template [Customer Name] [PROJECT NAME] VERSION: [VERSION NUMBER] REVISION DATE: [DATE] 1 General Information Project Name Customer Contact Phone Email Fax Project Manager Phone Email Fax TexasOnline 2.0 Vendor Project Phone Email Fax Manager 2 Information Gathering Questions 1. Describe your current process. 2. What aspects of the current process would you like to keep? 3. What aspects of the current process would you like to change? Attachment H-1 Page 161 July 31, 2009 Policies and Procedures Manual
  • 162. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance 4. Will the online application be replacing this process or supplementing it? 5. Are there any related Projects or systems that this Project is dependent upon? 6. Are there any related Projects or systems that this Project could affect? 7. Please describe any Project timeline dependencies that would impact the Project schedule (such as periodic filing dates)? 8. Is there a back office system that houses the data for this Project? If so, please describe the system and any known integration methods. 9. Who will be using the application? 10. How many transactions are anticipated? 11. Are there a set number of users? 12. Is there more than one type of user (including admin)? 13. Do you want to restrict access? If so, how will users authenticate themselves? 14. Do you have any data that needs to be implemented into the system? How will TexasOnline 2.0 receive this data? 15. Is there any data that TexasOnline 2.0 should store? If so, what is it? 16. How would you like to receive the collected data (reports, emails, extracts, etc.)? 17. Are there any restrictions on availability? 18. Are there any fees or payments involved? Would this Project need to collect these payments online? 19. Please provide all required forms and note required fields? 20. Describe the data-entry and data flow. Provide any data-flow diagrams. Attachment H-1 Page 162 July 31, 2009 Policies and Procedures Manual
  • 163. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Appendix BCP-B: Statement of Work [Customer Name] [PROJECT NAME] VERSION: [VERSION NUMBER] REVISION DATE: [DATE] 1 General Information 1.1 Sponsor Information Project Name Customer Contact Phone Email Fax Project Manager Phone Email Fax TexasOnline 2.0 Vendor Project Phone Email Fax Manager 1.2 Revision History Section Date Name Version Notes Updated XX/XX/XXXX XXX X.X Example: Initial Version Attachment H-1 Page 163 July 31, 2009 Policies and Procedures Manual
  • 164. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance 2 Project 2.1 Terms and Conditions 2.1.1 TexasOnline 2.0 Master Agreement This Statement of Work is developed according to the Business Case Process outlined in Attachment H-1 Policies and Procedures Manual. As with all processes completed in accordance with TexasOnline 2.0, this Statement of Work is completed under the terms of the TexasOnline 2.0 Master Agreement. 2.1.2 Other Terms Provide a list of other requirements, e.g. grant specifications. 2.2 Terms and Definitions The following table contains the definition of terms used in this document. Term Definition XXX XXXX XXX XXXX XXX XXXX XXX XXXX XXX XXX 2.3 Scope Provide a description of the application, any limitations, etc. 2.4 Benefit Statement Provide a description of benefits to be expected by Customer, user, and TexasOnline 2.0. 2.5 Current Process Provide a high-level description of the current process. Attachment H-1 Page 164 July 31, 2009 Policies and Procedures Manual
  • 165. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance 2.5.1 Process Steps Provide a description of each step in the current process. 2.5.2 Process Flow Provide a diagram of the current process. 2.6 Technical Requirements Provide a description of the technical requirements. 2.6.1 Database Information Explain the type of database, version number, etc. Provide a Data processing flow, if possible. 2.6.2 Existing Infrastructure/Tools Describe the current infrastructure and any existing software or tools that can be leveraged for the service. 2.6.3 Third Party Dependencies Explain any dependencies on third parties. Provide an integration flow if possible. 2.7 Features for Future Phases Provide a list of expected future enhancements to this Project and/or a description of additional related opportunities. 3 Issues, Concerns, and Risks 3.1 Third-Party Requirements Provide a list and description of any third-party dependency risks. Attachment H-1 Page 165 July 31, 2009 Policies and Procedures Manual
  • 166. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance 3.2 Accessibility Limitations Provide a list and description of any accessibility risks. 3.3 Security Provide a list and description of any security related risks, e.g. storage of sensitive information 3.4 Other Risks Provide a list and description of any other Project risks. 4 Statewide Impact Analysis 4.1 Collaboration Describe the nature and scope of collaboration with other Customers and list each Customer and division to be included. 4.2 Reuse of Existing Processes Describe the nature and scope of reuse or adaptation of existing business processes from other Customers in this Project. 4.3 Reuse of Existing Technology Describe the nature and scope of reuse or adaptation of existing technology components from prior Projects, other Customers in this Project. 4.4 Interoperability Describe the nature and scope of interoperability goals (or requirements) for this proposed Project. For example, what business groups or automated systems from other Customers will interface with the output of this Project? (This is not the same as collaboration.) Attachment H-1 Page 166 July 31, 2009 Policies and Procedures Manual
  • 167. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance 4.5 Future Reuse Describe how this Project is anticipated to establish reusable components or services that may support future Projects. 4.6 Impact on Shared Services/Resources Describe the nature and scope of utilization of other information resources, such as information, staff, software, hardware, or facilities from shared services or Customers in this Project. 4.7 Outreach Impact Describe known impacts from this Project to the marketing, operational, training, or support plans of other Customer. 5 Timeline Provide a statement of the desired Project schedule and milestones. Task ID Task Name Personnel Title Number of Weeks to Complete XXX XXX XXX XXX XXX XXX XXX XXX XXX XXX XXX XXX 6 Statement of Work Acceptance Customer representatives have reviewed the Project Name Statement of Work and by the authorized signature below, indicate Customer’s acceptance of the document. The Customer thoroughly understands changes made after signed approval of this document will impact the Business Case for and subsequent processes for the proposed Project. Customer Executive Sponsor: Date: Customer Project Sponsor: Date: Vendor Project Manager: Date: Attachment H-1 Page 167 July 31, 2009 Policies and Procedures Manual
  • 168. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Vendor Director of Program Management: Date: Vendor Director of Portal Operations Date: Attachment H-1 Page 168 July 31, 2009 Policies and Procedures Manual
  • 169. Appendix BCP-C: Business Case Financial Workbook [Customer Name] [PROJECT NAME] VERSION: [VERSION NUMBER] REVISION DATE: [DATE] 1 General Information 1.1 Sponsor Information Project Name Customer Contact Phone Email Fax Project Manager Phone Email Fax TexasOnline 2.0 Vendor Project Phone Email Fax Manager 1.2 Revision History Section Date Name Version Notes Updated XX/XX/XXXX XXX X.X Example: Initial Version Attachment H-1 Page 169 July 31, 2009 Policies and Procedures Manual
  • 170. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance 2 Financial Background 2.1 Project Financial Assumptions Provide a description of the assumptions that contribute to the financial attributes of the project. These can include reuse of existing services elements or third party tools, explanation of risks, resources, and values. 2.2 Project Delivery Estimate The following table provides a summary for the Project level of effort. Describe the hourly rates that apply and their quantity for the corresponding milestone. The Project Delivery Estimates will be applied to time-and-materials and/or services projects. Quantity at Rate Task Item Quantity (if applicable) Requirements Gathering and Planning XX hours Development XX hours Testing XX hours Implementation XX hours Estimated One-Time Service Fee: Quantity at Rate Task Item Quantity (if applicable) Application Server Hosting (XXX per environment) XX Database Schema Hosting (XXX per Schema) XX Estimated Total Monthly Service Fee: Note: Hosting service fees include pass through of associated DCS costs. 2.3 Third-Party Financial Considerations Provide a description of subcontractor fees, licensing fees (transferable and non-transferable). Attachment H-1 Page 170 July 31, 2009 Policies and Procedures Manual
  • 171. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance 2.4 Funding Model Explain the funding model for the Project, e.g., T&M, Transaction fee-based, Convenience fee- based, or other Service Revenues, grant-funded, no-cost service. Provide any special provisions for the funding model, e.g. grant application submittal, Customer appropriations for transaction fees, etc. 2.5 Proposed Fee Schedule For Transaction Revenue and Service Revenue services, please complete the attached table explaining the proposed fee schedule. Customer Fee Fee Description TexasOnline 2.0 Payment Expected (Statutory/Regulatory Fee (if Processing Transaction Fee) applicable) Fee (if Volume applicable) 2.6 Other Funding Considerations Explain any Services fees that may be required for the provision and maintenance of the Project. 3 Project Value Score 3.1 Project Value Score To develop the Project Value Score, apply the Overall Project Score from the Project Prioritization, always rounding up. Place an “X” in the appropriate cell of the “Selected Value” column below. This will represent the Project Value Score. Selected Value Mean Score Associated Value 1 $100,000 2 $250,000 3 $500,000 4 $1,000,000 5 $2,000,000 6 To be negotiated Attachment H-1 Page 171 July 31, 2009 Policies and Procedures Manual
  • 172. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance 4 Customer Financial Impact 4.1 Expected Cost Avoidance Where applicable use the following table to develop an estimate of costs that can be avoided by providing the Project. Some typical tasks have been provided. Task Cost of Task per Expected Number of Anticipated Total Transaction Online Transactions Cost Avoided (annually) Data entry Mailing Filing Storage Printing 4.2 Expected Additional Revenue Where applicable, explain any revenue that may be generated through the provision of the Project. For example, the following would drive new revenue: • New business processes • Provision of the service to a wider market online versus paper processing 4.3 Expected Additional Customer Costs Attributed to the Project Where applicable, explain any increased cost projected through provision of the service to the Customer. • Marketing and Communications—Ongoing marketing and communications expenses. • DCS expenses—Additional data storage or processing costs may be required dependent upon the current process and its interaction with DCS services • TEX-AN expenses—Additional network costs may be required dependent upon the current process and its interaction with TEX-AN services • Help Desk support • Training and Customer Outreach Attachment H-1 Page 172 July 31, 2009 Policies and Procedures Manual
  • 173. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance 5 TexasOnline 2.0 Financial Impact 5.1 Projected Annual Revenue Where applicable, provide a statement of expected revenue, e.g., expected number of transactions, proposed Transaction and/or Service Revenue. 5.2 Impact on TexasOnline 2.0 Annual Budget Provide an impact statement as it relates to any impact to the Annual Budget. If a Budget Amendment will be necessary, explain and provide the detail necessary to develop the Budget Amendment. Attachment H-1 Page 173 July 31, 2009 Policies and Procedures Manual
  • 174. Appendix BCP-D: Business Case Prioritization Process and Template [Customer Name] [PROJECT NAME] VERSION: [VERSION NUMBER] REVISION DATE: [DATE] Business Case Evaluate Resources Determinants Evaluate Value Determinants Evaluate Risk Determinants Project Ranking Rank and explain Resources, Value, and Risk Determinants. Ranking and explanations will aid in determining project priority. Recommendation for Prioritization Based on ranking a recommendation for proceeding is developed. Attachment H-1 Page 174 July 31, 2009 Policies and Procedures Manual
  • 175. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance 1 Value Determinants The value scale is a range from 1 to 6 with 1 having a low level of importance and 6 having a high level of importance. 1 and 2 = low value 3 and 4 = medium value 5 and 6 = high value State requirement ranking: 1 2 3 4 5 6 Explain (the more boxes checked, the higher the ranking): There is a State mandate There is new legislation (state or federal) There is an Executive Order (including Declaration of Emergency) There is a rule or regulation There is a grant or funding time restraint Other: Public Relations/Promotion ranking: 1 2 3 4 5 6 Explain (the more boxes checked, the higher the ranking): Expands Customer base (into local, higher education, etc.) High level of citizen interest Attract media attention State leadership attention on a national or State level Promote TexasOnline 2.0 on a national level through award winning tributes Assist with other State initiatives such as tourism, education, or attracting businesses to the State Other:       Customer Demand/Benefit: 1 2 3 4 5 6 Explain (the more boxes checked, the higher the ranking): High volume of users is anticipated Cost savings Time savings Increased accuracy Attachment H-1 Page 175 July 31, 2009 Policies and Procedures Manual
  • 176. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Greater data reliability Transforms legacy systems Other:       Constituent Benefit: 1 2 3 4 5 6 Explain (the more boxes checked, the higher the ranking): Cost savings Time savings Convenience Enhances access to State services or functions Expedited Processing Enhances public safety Other:       TexasOnline 2.0 Benefit: 1 2 3 4 5 6 Explain (the more boxes checked, the higher the ranking): Increase traffic Good media coverage Advertising Potential Strong Customer relationships Strong revenue source Creates an infrastructure advantage for other applications and services Other: Statewide Benefit: 1 2 3 4 5 6 Explain (the more boxes checked, the higher the ranking): Fits within statewide /TexasOnline 2.0 strategic plan Could be expanded to an enterprise wide-solution for benefit of other Customers Can use an existing Vendor solution Other:       Value Score (average of category totals) Value score description/factors of score: Attachment H-1 Page 176 July 31, 2009 Policies and Procedures Manual
  • 177. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance             2 Resource Determinants The resource scale is a range from 1 to 6 with 6 being “low resources” to complete the Project and 1 being “high resources” presently available to complete the Project. 1 and 2 = high resources 3 and 4 = medium resources 5 and 6 = low resources Level of resource requirements: 1 2 3 4 5 6 Explain (the more boxes checked, the higher the ranking): The scope of the Project impacts the resources to be expended upon its delivery. Resources may include: Development time is in excess of 2,500 hours Requires procurement of additional hardware and or software Extraordinary system requirements Extraordinary functional requirements Requires “learning curve” third-party software requirements Requires integration with a third-party Other:       Time Urgency: 1 2 3 4 5 6 Explain (the more boxes checked, the higher the ranking): Funding constraints State mandates requires aggressive timeline Required in response to an emergency situation Other:       Resources Score (average of category totals): Resources score description:             Attachment H-1 Page 177 July 31, 2009 Policies and Procedures Manual
  • 178. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance 3 Risk Determinants The risk scale is a range from 1 to 6 with 1 being “low risk” to complete the Project and 6 being “very risky” presently available to complete the Project. 1 and 2 = low risk 3 and 4 = medium risk 5 and 6 = high risk Scope of Project: 1 2 3 4 5 6 Explain (the more boxes checked, the higher the ranking): Scope elements that may hinder a Project include: Requires collaboration with more than one Customer Customer system data not being accessible or ready Introduces new technologies that require a learning process Requires storage of sensitive/protective data Other:       Third-Party Support: 1 2 3 4 5 6 Explain (the more boxes checked, the higher the ranking): The Project requires support of a third party. Risks may include: Not-ICT third-party Not existing TexasOnline 2.0 subcontractor Customer and third-party have no existing relationship Third party availability is unknown Third party costs are variable Other:       Financial Risk: 1 2 3 4 5 6 Explain (the more boxes check, this higher the ranking): Financial risks that may hinder a Project include: Expected adoption is unknown Transaction-based funding cannot be used Prohibitive transaction/convenience fee Statutory requirements (limit transaction/convenience fee) Attachment H-1 Page 178 July 31, 2009 Policies and Procedures Manual
  • 179. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Long-term funding is not available (short term grant, no transaction-based revenue, etc.) Other:       Variation from existing TexasOnline standards: 1 2 3 4 5 6 Explain (the more boxes checked, the higher the ranking): Utilize different hardware, software, or technology Does not follow standards of architecture or implementation Poses a level of risk to TexasOnline 2.0 Infrastructure Requires technology that does not meet statewide accessibility standards Requires storage of sensitive/protective data Other:       Risk Score (average of category totals) Risk score description:             5 Project Priority Score NOTE: Both Parties agree that the scoring methodology will be developed as this Business Case Prioritization Process and Template is further refined during Implementation. Mean Score Associated Value Between 1 and 2 Discontinue - Disapprove Between 2 and 3 Re-evaluate - Defer Between 3 and 4 Low Priority - Proceed Between 4 and 5 Medium Priority - Proceed Between 5 and 6 High Priority - Proceed * “Re-evaluate” means to revisit the scope of work with the Customer to try to either reduce resources needed to accomplish the Project or to bring the service into an enterprise wide solution. 4 Project Value Score Calculate the average of the value, resource, and risk scores. Apply this score to the Project Value Score in the Business Case Financial Workbook. Attachment H-1 Page 179 July 31, 2009 Policies and Procedures Manual
  • 180. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Appendix BCP-E Business Case Modification Instructions [Customer Name] [PROJECT NAME] VERSION: [VERSION NUMBER] REVISION DATE: [DATE] The Business Case documentation for the above-named Project was submitted to the TexasOnline 2.0 Project Review Board for Project acceptance. The Business Case requires additional effort or modification in order to be considered for acceptance. Please follow the instructions below and resubmit the Business Case according to the TexasOnline 2.0 Policies and Procedures Manual. 1 Statement of Work The table below indicates modifications that should be completed in the revised Statement of Work. Statement of Work Section Description of Required Modifications Project Purpose Scope Benefit Statement Business Requirements Technical Requirements Schedule Impact Analysis 2 Business Case Financial Workbook The table below indicates modifications that should be completed in the revised Business Case Financial Workbook. Business Case Financial Workbook Section Description of Required Modifications Rough-Order-Magnitude/ Cost Score Fee Schedule/Funding Model TexasOnline 2.0 Financial Impact Business Requirements Technical Requirements Schedule Attachment H-1 Page 180 July 31, 2009 Policies and Procedures Manual
  • 181. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Impact Analysis 3 Business Case Prioritization The table below indicates modifications that should be completed in the revised Business Case Prioritization. Business Case Prioritization Section Description of Required Modifications Value Determinants Resource Determinants Risk Determinants Prioritization Ranking/Recommendation Attachment H-1 Page 181 July 31, 2009 Policies and Procedures Manual
  • 182. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Appendix BCP-F Risk Register Item Instructions [Customer Name] [PROJECT NAME] VERSION: [VERSION NUMBER] REVISION DATE: [DATE] The Business Case documentation for the above-named Project was submitted to the TexasOnline 2.0 Project Review Board for Project acceptance. As a result of the Business Case Process, the Project Review Board recognized the following risk items. These risk items must be included in the TexasOnline 2.0 Project Risk Register. 1 Statement of Work The table below indicates risks identified in the Statement of Work documentation. The perceived risk is also included. Statement of Work Section Description of Risk Perceived Level of Risk Project Purpose Scope Benefit Statement Business Requirements Technical Requirements Schedule Impact Analysis 2 Business Case Financial Workbook The table below indicates risks identified in the Business Case Financial Workbook. The perceived risk is also included. Business Case Financial Workbook Description of Risk Perceived Level of Risk Section Project Value Score Fee Schedule/Funding Model TexasOnline 2.0 Financial Impact Business Requirements Technical Requirements Schedule Impact Analysis Need for Budget Amendment Attachment H-1 Page 182 July 31, 2009 Policies and Procedures Manual
  • 183. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Appendix BCP-G: Business Case Approval [Agency/Organization Name] [PROJECT NAME] VERSION: [VERSION NUMBER] REVISION DATE: [DATE] Approval of a TexasOnline 2.0 Business Case indicates an understanding and formal agreement that the Project is ready to proceed to the next Project delivery stage. By signing this deliverable, Vendor, DIR, and Customer agree that they will further invest in delivery of the Project. Recommended By Title Signature Date Project Review Board Co- Chair (DIR) Recommended By Title Signature Date Project Review Board Co- Chair (Vendor) Approver Name Title Signature Date Customer Approver Name (if applicable) Title Signature Date DIR Approver Name (if applicable) Title Signature Date Vendor Executive Director Attachment H-1 Page 183 July 31, 2009 Policies and Procedures Manual
  • 184. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance 1 General Information Project Name Customer Contact Phone Email Fax Project Manager Phone Email Fax TexasOnline 2.0 Vendor Project Phone Email Fax Manager 2 Business Case Input Deliverable Customer Approval Date PRB Approval Date Information Gathering Questionnaire Statement of Work Business Case Financial Workbook Project Prioritization 3 Business Case Prioritization Acceptance Prioritization Requirement Rank (1-6)/ Recommendation Value Determinant Resource Determinant Risk Determinant Overall Prioritization Ranking Attachment H-1 Page 184 July 31, 2009 Policies and Procedures Manual
  • 185. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Prioritization Requirement Rank (1-6)/ Recommendation Recommendation 4 Open Issues Describe any special conditions under which the Business Case was approved and expected resolution. Condition Expected Resolution Attachment H-1 Page 185 July 31, 2009 Policies and Procedures Manual
  • 186. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Appendix BCP-H: Business Case Rejection [Agency/Organization Name] [PROJECT NAME] VERSION: [VERSION NUMBER] REVISION DATE: [DATE] Rejection of a TexasOnline 2.0 Business Case indicates that a Business Case Process cannot be complete for a Project or that the Business Case Prioritization ranks the Project as “Discontinue Project.” As a result the proposed Project will not be considered provision through TexasOnline 2.0. Rejected By Title Signature Date Project Review Board Co- Chair (DIR) Rejected By Title Signature Date Project Review Board Co- Chair (Vendor) Customer Representative Name Title Signature Date Attachment H-1 Page 186 July 31, 2009 Policies and Procedures Manual
  • 187. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance 1 General Information Project Name Customer Contact Phone Email Fax Project Manager Phone Email Fax TexasOnline 2.0 Vendor Project Phone Email Fax Manager 2 Business Case Input Deliverable Submitted to Project Customer Approval Recommended for BCP PRB Review Board (y/n and Date Modification/Improvement (y/n Recommendation last version number) and date) Information Gathering Questionnaire Statement of Work Business Case Financial Workbook Project Prioritization 3 Business Case Prioritization Prioritization Requirement Rank (1-6)/ Recommendation Value Determinant Resource Determinant Attachment H-1 Page 187 July 31, 2009 Policies and Procedures Manual
  • 188. TexasOnline 2.0 Attachment to Master Attachment to Exhibit H Agreement Governance Prioritization Requirement Rank (1-6)/ Recommendation Risk Determinant Overall Prioritization Ranking Recommendation Attachment H-1 Page 188 July 31, 2009 Policies and Procedures Manual