Application Services

The Vendor is required to provide Application Services.
- This vision is supported by five (5) key desired outcomes:
• Customer Satisfaction: Improved customer experience
• Strategic Partnerships: Ecosystem of best-of-breed suppliers to deliver services.
• Service Integration: Program assurance within a common framework.
• Business Agility: Plug-and-play commercial model.
• Proactive Governance: Establish strategy, monitor services, and foster relationships.
- Application Services (AS) includes application development and support services, technical and functional support services and management of the necessary service enablement components
- ERP Managed Services (EMS)
• Functional Support Services
• Report Administration Services
• Interface Support Services
• ERP Modules; Onboarding and Offboarding
- Application Managed Services
• Application Managed Services (AMS) includes application development and support services, technical and functional support services and management of the necessary service
• Provide break-fix support, development, specifically customization, and enhancements.
• Provide infrastructure/operations support services key service.
• Provide application testing.
• Provide periodic upgrade support for applications.
• Develop strategic partnerships with vendors who understand the TxDOT customer and who deliver Services in a customer-centric manner and can quickly scale to meet changing demands.
• Improved Service delivery with alignment to industry trends and innovations, measurable through a defined Service Evolution program
• Delivery of highly available, reliable, scalable, secure and easily supportable Services that enable improved productivity.
• Alignment of Services across the vendor ecosystem in a best-in-breed delivery governed through a multi-sourcing services integration governance model.
• Adherence to required reporting for State agencies and support of State audits.
• Maintain the applications, and all related components, to ensure they remain on supported technology, programming languages, software and database versions as defined by TxDOT Product roadmaps.
• Centralization of Application Managed Services and Development across minor and major functional enhancements
• Simplification, reduced cost and cost predictability for system maintenance and enhancements
• Reduce time to deploy applications and enhancements.
- Customer Relationship Management (CRM): shares ownership with the business for both business strategy and business value results; owns and cultivates business relationships and serves as a single point of focus between IT and the line of business; works to understand the strategic direction of the business in order to stimulate and identify demand for IT capabilities and assets, ensures business value from IT capabilities and assets are captured, optimized, and recognized.
- Information Security: lead in setting security policies, standards, and processes; manage overall security program; manage enterprise Security Information and Event Management (SIEM) and Cyber Security Operations Center (CSOC) and oversee security flaw remediation; sub-sections are Risk and Compliance, Cybersecurity Operations, and Toll Information Security.