Technology Solution Services

The vendor is required to provide for technology solution services (TSS) state private cloud, mainframe services, print mail and digitization services, security operations, and public cloud management.
- TSS services include the following:
1. Application development
2. Application maintenance
3. Application staff augmentation services
4. Application testing
5. Application solution services
- Asset inventory and management:
• Produce periodic reports as necessary, and respond within designated timeframes to queries and requests concerning the inventory data or supporting information; at a minimum, such reports shall include:
1.Exception reports on errors and corrections, by agency shared service customer; and reports on the results of periodic audits and inventories.
- Asset inventory summary reports
• Provide integrated asset inventory reports in a formats agreed with agency at various aggregated levels by customer, institute and third party vendor that, at a minimum, includes:
1.Provides statistics, lists and charts illustrating the assets in the supported environment.
2.Provides a summary with drill-down details of all assets.
3.Provides data quality management reconciliation summary and detail reports with the inputs, processing and outputs from the data quality management reconciliation process
4.Provides reports on incidents, problems and changes by asset.
- Software and hardware maintenance/support agreements:
• Assist in ensuring that all in-scope applications have maintenance and support agreements.  
• Provide a list of in-scope applications and the maintenance and support agreement associated with the company for each maintenance and support agreement show the expiration date.
- Capacity management report:
• Publish regular software capacity management reports to customers, which at a minimum will include current/recent utilization (and trends) compared to normal utilization, service levels, and previously identified baselines.
• Produce monthly reports on the current usage of software resources, trends and forecasts and exceptions, in a format agreed to by agency that at a minimum includes the following:
• Enabling visibility into the overall service health performance and trends based on utilization, availability, and technology currency
• Visibility into capacity-related incidents and problems
- Availability management report
• Provide a monthly report in a format agreed upon with agency that, at a minimum, includes the following:
1.Compare performance and availability statistics for each application/environment with planned performance and availability.
2.Provide a list of all outages by agency customer, linked to an incident, including the date and time the outage commenced, its duration, and the affected infrastructure and applications.
3.Provide trend analysis of the performance for each application and environment during the thirteen (13) most recent months report on proposed preventative maintenance activities.
4.Provide agency with recommendations of preventative maintenance options.
5.Provide regular reporting with respect to the following measures for all services and components for both current reporting period and trend over the prior twenty-four (24) months, and make available through the portal:
oNumber and impact of instances of unavailability.
oMean time to restore.
oMean time between service/system incidents.
oMean time between failures.
oCost and impact of unavailability.
oProvide regular reporting on the availability of service management systems (e.g. incident management, request management, and capacity management) and the impact on successful respondents’ ability to provide services.
- Problem management report    
• Percentage and number of problems in total and grouped by category, priority, severity, status, agency customer, system/component, region, classification or other criteria as appropriate; report to include:
• Statistics on total numbers of problems.
• Logged (by requestor, site, category, summary, detail)
• Outstanding (by assigned group, assigned manager, assigned owner, category, site, status, summary, detail, aging timeframe)
• Completed (by assigned group, assigned manager, assigned owner, category, site, status, summary, detail, resolution timeframe, within target timeframe, outside of target timeframe).
• Repeat problems.
• SLA performance.
• Problem trends and analysis.
• The percentage and number of problems and corrective actions in total and grouped by category, priority, severity, status, customer, system/component, region, classification or other criteria as appropriate; information regarding major problem reviews, including all details set out above.
• Information regarding problem analyses and agency conducted in the previous period.
• Problem trend analysis findings.
• Information regarding new known error records and/or workarounds added to the known error database / knowledge database (including number, category, priority, etc.).
• Details on the use and utility of the known error database / knowledge database.
• Details regarding open problem / known error, including identification number, description, status, date/time of record open, status description, etc.
• Results of reviews of incidents to identify recurring incidents and associated problems.
• Tracking information as to escalations, contacts, follow-ups and commitments.
• Tracking information as to requests from agency and agency customers’ to initiate problem management.
• Any issues relating to the problem management process, such as any information that may improve or facilitate a better problem management process, including decisions to be made by agency and successful respondent.
• Trend analysis of problems reported during the thirteen (13) most recent months.
- Contract Period/Term: 4 years
- Bidder’s Conference Date: February 20, 2025
- Questions/Inquires Deadline: March 04, 2025