Accela Managed Application Services Enterprise

The Vendor is required to provide managed application services (MAS) enterprise for the agency’s accela civic platform licensing and regulatory system.
- Provide expanded ongoing administration, support, configuration management, system enhancements, troubleshooting, and optimization services necessary to maintain the Agency’s Accela platform environment.
- Provide services to support the day-to-day administration and optimization of the Agency’s application environment; and 
- Coordinate with designated Agency representatives to manage requests, incidents, and system enhancements through a structured ticketing and service management process.
- Basic Administration
•    Intake and tracking of support requests from authorized Agency contacts
•    Monitoring and oversight of service tickets
•    Coordination with software vendor support teams when required
•    Creation of user accounts
•    Modification, disabling, or deletion of user accounts
•    Password resets for authorized users
•    Assignment or modification of user roles and permissions
•    Assistance with testing service packs, patches, or updates
- Advanced Administration Services
•    Creation or modification of system workflows
•    Development or modification of business rules
•    Development or modification of fee calculation logic
•    Report creation and modification
•    Urgent configuration issue resolution
•    Advanced scripting or automation of system configuration
•    Enhancements to existing integrations
•    Implementation of new software features released by the vendor
•    Dedicated MAS point of contact
•    Bi-weekly status meetings
•    Monthly service review
- Enhancement Releases
•    Monthly configuration updates
•    Workflow updates
•    Business rule automation
•    Fee schedule configuration updates
•    Report development or modification
•    Scripting or automation improvements
- Ticket Management and Service
•    Submitting service requests
•    Coordinating internal user communications
•    Providing information needed for troubleshooting
•    Assisting in replication of reported issues
- Ticket Submission Methods
•    Online support portal
•    Email submission
•    Telephone support.