PR MOPRO Salesforce Maintenance and Support

Name PR MOPRO Salesforce Maintenance and Support Client TBD- Agency, State Department of Commerce and Insurance (Client), MO Location Jefferson City, MO Contract Duration / / – / / SOW General Requirements :

• services only; no offshore work
• Testing timelines fixed once approved
• Resource swaps only with State-approved resumes
• Compliance with OA / ITSD security, trainings & confidentiality

Vendor Min Experience :

Resource Exp. :

Performance Req's :

Deliverables :

SOW Response (PDF) :

– Approach & Methodology – pts

– Personnel Qualifications & Biographies – pts

– Company History & Experience – pts

Bonus Preferences : MBE / WBE – pts; Blind / Sheltered – pts; SDVE – pts

Final Total = pts References Two () past-performance case studies, each with full client contact info (name / org / phone / email), project title, duration, annual budget, public-sector indicator, and scope / objectives summary Resumes required? Yes – resumes for all proposed resource(s) (Working Team & any subcontractors) Rate card required No – firm-fixed pricing per deliverable; Price Calculations table for internal reference only Any specific requirement

Attachment SOW :

General Requirements

Testing timeline must not be compressed once the work plan has been approved.

All services must be provided in the United States. Offshore services shall not be used to perform the services outlined herein.

Vendor resource(s) may be exchanged under the SOW without modifications of the SOW upon agreement of the SOW Vendor and the State. The State reserves the right to review resumes and accept / reject proposed resource(s).

Security & Confidentiality – All materials (including code, tools, documentation and data) provided pursuant to the SOW shall be deemed confidential. Vendor resource(s) must comply with agency and ITSD security policies, agency and ITSD required trainings, and / or required security specifications that describe : (i) required security capabilities, (ii) required design and development processes, (iii) required test and evaluation procedures, and (iv) required documentation.

Vendor Minimum Experience Requirements

The SOW Vendor must meet or exceed the following minimum experience requirements at the time of the SOW response submission and for the duration of the SOW :

a. Experience with a Salesforce platform at a state government or equivalent level.

b. Experience with MuleSoft platform at a state government or equivalent level.

Vendor Resource(s) Experience Requirements

The SOW Vendor shall include the following team members / resource(s) to administer and perform the contract requirements :

a. Working Team :

i. Velocity – Public Sector Foundation

ii. Omni Studio

iii. Omni Script

iv. Flex Card

v. Apex

vi. Git

a. + years' experience with Mobile App development with the following skills

i. Apex Programming

ii. JavaScript

iii. Visualforce

iv. Lightning Web Components (LWC)

v. HTML / CSS

vi. Git

vii. REACT (is a tool that provides UI / UX consistency)

a. + year of experience with MuleSoft development with the following skills

i. Anypoint

ii. DataWeave

iii. Java

iv. APIs

v. Web Services (REST and SOAP)

vi. HTTP

vii. JMS

viii. JDBC

ix. XML

x. JSON

xi. Git

The SOW Vendor resource(s) must report to the ITSD Project or Resource Manager or designee, who will provide resource(s) with sufficient knowledge to perform the work.

Vendor resource(s) are expected to conduct themselves in a professional manner and dress in a professional manner.

The SOW Vendor must provide resumes for all of the SOW Vendor's resource(s) being assigned to the project for the review and acceptance by the State. The SOW Vendor's resource(s) assigned to the project are subject to the approval or rejection by the State. If there would be a need to replace the resource(s) by the SOW Vendor, any subsequent proposed resource(s) may be interviewed by the State prior to acceptance.

The Vendor's resource(s) schedule and location for on-site or off-site work must be agreed upon by the SOW Vendor's Project Manager, ITSD Project / Resource Manager and the Customer Product Owner.

No out-of-state travel is required on the part of the State or the SOW Vendor resource(s) for completion of this project.

Performance Requirements

Provide daily support of MOPRO (Salesforce) system, including monitoring the health of all cloud applications (MOPRO, MOPRO Mobile IOS) and components (AWS, SES, etc.) as well as on-premises API middleware (MuleSoft) and all associated APIs and SFTP files.

Provide support to end-users in day-to-day activities, answering questions and researching anomalies.

Provide programming support for enhancements and fixes, as well as database support for data corrections and complex reporting.

Provide research and feasibility studies for suggested changes, and provide advice, recommendations, and Client estimates for enhancement requests to the Exec Steering Committee in support of decision making and prioritization.

Other duties and tasks as assigned in relation to support of all cloud applications (MOPRO, MOPRO Mobile IOS) and components (AWS, SES, etc.) as well as on-premises API middleware (MuleSoft) and all associated APIs and SFTP files.

Deliverables

LIST OF DELIVERABLES

(Requirements and Criteria that must be met) DELIVERABLE APPROVAL ACCEPTANCE

(Describe approval acceptance conditions that must be met)

Monthly Status Report to include all resolved / closed issue / problem documentation. Approval of Project Deliverable Acceptance Form (PDAF) by designated Client staff.

Reporting Requirements

The SOW Vendor must provide weekly status reporting on the services being provided to the State of Missouri using the ITSD Status Report template. The SOW Vendor shall provide overall project percent complete, items for management attention, action items, project decisions made, risks, out of scope work identified, and track change request items. Current percent complete must be reported for all deliverables and payment milestones.

The ITSD Project Deliverable Acceptance Form (PDAF) must be used for deliverable acceptance. Items may require a deliverable review meeting wherein the SOW Vendor walks through the deliverable with the ITSD and agency staff, followed by revisions as required, and finally, with a request for approval and associated payment per the SOW.

Technical Environment Requirements

Depending upon the agency preference, either State owned Microsoft ADO or JIRA shall be used to record, track and resolve issues, bugs and defects.

The SOW Vendor must have all necessary licenses to provide IT services in conjunction with the award of this SOW. SOW Vendor shall purchase / supply and maintain the required licenses (per developer) for all development tools for the duration of the project, unless specifically indicated by the SOW.

State's Obligations

The State, ITSD, will establish an Active Directory or Alt account for each contractor and VDI-RDP (or other) to access resources as necessary.

The State, ITSD, will provide a laptop or other computer devices.

The State, ITSD, will provide a physical location for contractor as necessary.

The State will make every effort to have the appropriate State staff available to the Vendor personnel on a timely basis.

The State will make every effort to make necessary project and system documentation available on a timely basis.

The State will perform timely review and approval of deliverables.

State Data

State Data Location : All data associated with the solution / service shall only be hosted and stored within the United States.

Ownership : The State's electronic data or information submitted by the state or its authorized users with authorized access to the solution / service shall be considered "State Data” for ownership purposes of the contract, as the State serves as either the owner or curator of the data submitted in the solution / service. "State Data” shall include : (a) the State's data collected, used, processed, stored, or generated as the result of the Services; (b) personally identifiable information ( "PII”) collected, used, processed, stored, or generated as the result of the services, including, without limitation, any information that identifies an individual, such as an individual's social security number or other government-issued identification number, date of birth, address, telephone number, biometric data, mother's maiden name, email address, credit card information, or an individual's name in combination with any other of the elements listed herein; and (c) protected health information ( "PHI”) as that term is defined under the Privacy Rule, Code of Federal Regulations (CFR) § State data is and shall remain the sole and exclusive property of the State and all right, title, and interest in the same is reserved by the State.

"State Data” stored in the software and services being provided as a result of the contract shall also be known and treated by the SOW Vendor as confidential information in accordance with the contract, applicable SOW Vendor's documentation, and applicable law.

SOW Vendor Use of State Data : The SOW Vendor shall : (a) keep and maintain state data in strict confidence, using such degree of care as is appropriate and consistent with its obligations as further described in the contract and applicable law to avoid unauthorized access, use, disclosure, or loss; (b) use and disclose state data solely and exclusively for the purpose of providing the services, such use and disclosure being in accordance with the contract, any applicable Statement of Work, and applicable law; (c) not use, sell, rent, transfer, distribute, or otherwise disclose or make available state data for SOW Vendor's own purposes or for the benefit of anyone other than the State without the State's prior written consent; and, (d) not provide state data to any third party without the express written permission of the state. " the purpose of providing the services” as referenced above includes the right of the SOW Vendor to use state data to prevent or address service or technical problems, and verify service improvements, in accordance with the contract and the solution's documentation, or in accordance with the State's instructions.

Unless expressly authorized in writing by the State, the Vendor shall not extract any data from a State-owned, licensed, or managed environment. Any such extraction without prior written consent is strictly prohibited.

Incremental Extraction of State Data : The SOW Vendor shall provide the State with the ability to conduct an incremental extraction of the State's data ( new and changed data) from the solution on a nightly basis to update the data available in the State Data Warehouse. The incremental extraction of state data must be available without additional charges, conditions, or contingencies regarding the state's right to extract the data beyond the terms outlined in the SOW Vendor's cloud services agreement, and in the format mutually agreed to by the parties. The incremental data extractions will allow the State to maintain an updated copy of the State's data for the duration of the contract.

End of Contract Extraction of State Data : At the end of the contract, the State shall have the right to extract its data from the solution for an additional sixty () calendar days from the date of contract expiration. The end of contract extraction of state data must be at no additional cost, conditions, or contingencies regarding the state's right to extract the data notwithstanding the terms outlined in the SOW Vendor's services agreement, and in the format that was mutually agreed to by the parties. If a term greater than calendar days is required by the State to complete the state data extraction, the SOW Vendor agrees to work with the State to define the additional term and fees for the additional time.

Extraction of State Data Process Validation : The SOW Vendor must allow the State to perform routine validation of the extraction of the State's data. The routine validation occurs to ensure the State's data will accurately transfer as prescribed to the State's designated extraction location and accommodates the volume of data transferred. The SOW Vendor shall assist the State by providing documentation and tools to allow the state to accurately process the extractions of the State's data for the State's continued use.

Backup and Recovery of State Data : Unless otherwise described in the contract, as a part of the services, the SOW Vendor shall maintain a backup of state data and perform an orderly and timely recovery of such data in the event that the production services may be interrupted in accordance with the disaster recovery and business continuity plans.

Return of State-owned Data : The SOW Vendor shall return state-owned data to the State of Missouri in a format mutually agreed to by the State and SOW Vendor and with a key or crosswalk to the information, where applicable, at no additional cost to the State. The State shall have the right to test the data extract provided by the SOW Vendor at a frequency determined by the State.