Business Applications Solution BAS Program Real Property Production

Business Applications Solution (BAS) Program Real Property Production Support UNITED STATES DEPARTMENT OF COMMERCE OFFICE OF FINANCIAL MANAGEMENT 4/13/21 and 4/23/21 1

AGENDA AENDA 101 BAS Real Property Governance • General • Help Desk • BAS Real Property Change and Control Board (BRPC 202 Help Desk Service Level Agreement (SLA) • General Information • Metrics and Targets 303 Questions/Answers Expected Structure. Unexpected Flexibility. 2

BAS Real Property Governance • General • Help Desk • Change and Control Board

BAS REAL PROPERTY GOVERNANCE AND PRODUCTION SUPPORT General Production Support • Establish Governance Structure for BAS Real Property users in Sunflower Asset Management System (SAMS) • Documented Processes: • Real Property Help Desk • Change and Control Board • Release Management • Note: The Sunflower Real Property module is being deployed as an “early win” for the BAS Program. The remaining modules of the Sunflower System (personal property and fleet property) will be deployed as part of the larger BAS effort in phased deployments. As part of that effort, a BAS Production Support Plan will be implemented for the long-term support of the BAS Solution Suite. This document will serve to govern real property usage of BAS Sunflower until a long-term production support plan is deployed. This plan will be applicable for the following estimated time frame: April 2021 through October 2022. 4

BAS REAL PROPERTY GOVERNANCE AND PRODUCTION SUPPORT BAS Real Property Governance Release Management Change and Control Board Help Desk • • • Tier 1 / 2 / 3 Help Desk CARTS System for Ticket Tracking User Management Help Desk Service Level Agreement • • CCB Membership CCB Roles and Responsibilities Communications Meeting Processes and Procedures • • SAMS Release Schedule Internal BAS Real Property CCB Release Schedule Ongoing Release Management Procedures 5

BAS REAL PROPERTY HELP DESK – ROLES AND RESPONSIBILITIES Tier 1 Help Desk – BAS Acquire to Dispose (A 2 D) Team • • • Ticket receipt and acknowledgement Ticket tracking/communication Help Desk actions consistent with system roles Escalation of issues that cannot be solved by Tier 1 Ticket maintenance (escalation, opening, closing, status updates, reporting) Use of CARTS for ticket tracking/communication Tier 3 Help Desk – CGI Sunflower Development • • • Receipt of escalated tickets from CGI/Sunflower Tier 2 Help Desk Resolution of escalated help desk issues Ticket communication with Tier 2 and Tier 1 (receipt, status updates, closing) Tier 2 Help Desk – CGI Sunflower • • Receipt of escalated tickets from the BAS Program office/Acquire to Dispose Team T 1 Help Desk Resolution of escalated help desk issues Escalation of issues to Tier 3 for any technical/system issue needing additional expertise Ticket communication with Tier 1 (receipt, status updates, escalation, closing) 6

BAS REAL PROPERTY HELP DESK – CBS APPLICATION REQUEST TICKETING SYSTEM (CARTS) End Users Help Desk Team Members CARTS USERS Help Desk Team – All Tiers End Users qqqqqq q Ø Log into CARTS Ø Open Ticket Ø Communicate via CARTS on ticket info, screen captures, details Ø Monitor CARTS for status change, information request, or customer confirmation of closure Ø Log into CARTS Ø Receive ticket Ø Validate ticket category and priority Ø Resolve or Escalate ticket depending on need Ø Refer ticket to CCB depending on resolution Ø Communicate to end user via CARTS regarding closure Finalized list of CARTS Users determined as primary ticket POCs 7

BAS REAL PROPERTY CHANGE AND CONTROL BOARD BAS Real Property Change and Control Board (BRPCCB) • Purpose: • Create and maintain an ongoing forum to discuss and facilitate the steady state configuration and functionality of the BAS Sunflower Real Property module • Goals: • Establish processes and procedures to ensure maintenance of single configuration of Real Property within SAMS • Establish release management procedures for new functionality deployment • Establish long term communications processes for meetings, releases, or emergency fixes within SAMS • Establish customer community for knowledge sharing and best practices to support successful long term O&M for Real Property SAMS 8

BAS REAL PROPERTY CHANGE AND CONTROL BOARD – GENERAL BRPCCB Membership CCB Chair: BAS Acquire to Dispose Manager BAS Real Property CCB (BRPCCB) SAMS Customers and Bureau Support Staff BAS PMO Meeting Details • • < 6 months post deployment: Bi Weekly > 6 months post deployment: Monthly Time: 1 hour All CCB Members are expected to attend or send an alternate representative CO/COR • • Functional SAMS Expertise Functional Implementation expertise • • System users in SAMS Functional SAMS Expertise • COR for BAS Contract (includes SAMS contract component) • Responsible For: • Meeting documentation, materials, and minutes • Coordinating with CGI on defects, issues, enhancements • Responsible For: • Attending all CCB meetings • Representing bureau RP users and interests • Participate in UAT • Communication Dissemination at Bureau • Responsible For: • Contract oversight and actions as an outcome of CCB decisions 9

BAS REAL PROPERTY CHANGE AND CONTROL BOARD - SCOPE Scope Area Definition Configuration Changes A non-emergency update to a configuration setting within SAMS Defects An issue in Production with existing functionality; the system is not functioning as designed. Enhancements An update to existing functionality that requires new configuration options to be coded into the SAMS product by CGI. (Note: Enhancements require requesting bureau to complete business case for the BRCCB Discussion) Emergency System Changes A broken in Production issue (or a system outage) where asset management procedures (or payments) cannot be accomplished and require immediate attention. These differ from Defects in their criticality. UAT Environment Management Any request related to UAT scripts or functionality within the UAT system (including system access for users) Global Change Management (all SAMS Customers) A change/enhancement that is developed for another federal agency or a system defect resolution that is applied across core Sunflower code. SAMS Patches/Releases All regularly scheduled maintenance released from CGI Sunflower 10

BAS REAL PROPERTY CHANGE AND CONTROL BOARD - PROCESS • Issue opened via CARTS • Issue referred to CCB • Documentation prepared for CCB discussion Issue is referred to BRPCCB and Categorized Issue is discussed at regular BRCCB Meeting • BRPCCB meeting conducted • Issue discussed (including proposed path forward) • Documentation Reviewed • Consensus reached on issue resolution/path forward* • Planning for release (internal DOC release or SAMS release) • Planning for customer UAT and acceptance Consensus Reached/Issue Escalated Issue Closed and Documentation Updated • Successful UAT conducted on release • Documentation of change captured in Configuration Matrix • Release into Production • Issue and documentation closeout *Escalation point: BAS Executive Board 11

Help Desk Service Level Agreement (SLA) • Details and Components

REAL PROPERTY HELP DESK DETAILS AND COMPONENTS Help Desk Service Level Agreement • Purpose: • Define standards for service delivery for BAS Real Property Help Desk • Document metrics and targets for key service delivery details • Define process for Annual Metrics Reporting • Define process for Quarterly Customer • Document Sections: • Part 1: Help Desk Metrics • Part 2: Quarterly Customer Satisfaction Survey • Part 3: Annual Metrics Reporting 13

BAS REAL PROPERTY HELP DESK SERVICE LEVEL AGREEMENT Help Desk Service Level Agreement (SLA) Annual Metrics Reporting Quarterly Customer Satisfaction Survey Help Desk Metrics and Targets • • List of Help Desk Metrics and target service delivery methods/timeframes Details of Metrics/Targets on Slides 17 -19 • • • Delivered Quarterly to SAMS users Delivery through Menti. com 10 days to complete Results delivered to stakeholder groups (dept and bureau) • Annual report provided on status of meeting SLA targets and results of customer satisfaction surveys Annual report delivered to stakeholder groups (dept and bureau) 14

Help Desk Service Level Agreement (SLA) • Metrics and Targets

HELP DESK SLA METRICS AND TARGETS Metric Name Time for Ticket Acknowledgement Description The amount of time between when a ticket is opened and it is acknowledged (seen and accepted) by the BAS Real Property Help Desk Time for Initial Ticket Communication The amount of time between when a ticket is open/acknowledged by the BAS Real Property Help Desk and the customer is communicated to regarding the initial status of the ticket Target SLA Less than 24 hours (within one (1) business day) Within two (2) business days of ticket acknowledgement Ticket Update / Communication Frequency The frequency with which an end user can Once per week (5 day expect ticket updates (WIP updates, questions, work week) escalation, closure) from the BAS Real Property Help Desk Ticket Status Request The frequency with which the BAS Real Property Help Desk will request ticket status from either customer or vendor (if initial responses are not provided) Every three (5) business days [by close of business on the fifth day] 16

HELP DESK SLA (CONT. ) METRICS AND TARGETS Metric Name End to End Resolution Time Description The total expected ticket resolution time for BAS Real Property Help Desk Tickets (if it is not categorized as a defect, configuration, or enhancement) Target SLA • • For Tickets not escalated to Vendor: Three (3) business days For Tickets escalated to Vendor: Eight (8) business days Time Waiting for Customer Response The amount of time within which a Three (3) business days customer response (if requested) should be provided Time Waiting for Vendor The amount of time within which the vendor One (1) business day Acknowledgement must acknowledge a ticket that is escalated Time Waiting Vendor Resolution The amount of time within which the vendor Within eight (8) business days should resolve an escalated issue (if it is not categorized as a defect, configuration, or enhancement) 17

HELP DESK SLA (CONT. ) METRICS AND TARGETS Metric Name Description Target SLA Pending Customer Response to Closure The amount of time that the Real Property Help Desk will wait for a customer confirmation before closing a ticket One (1) business week Customer Satisfaction Response Rate The target response rate for customers receiving the customer satisfaction survey from the BAS Real Property Help Desk 40% Customer Satisfaction Level High/Good customer service The target level of overall customer satisfaction provided when asked to rate the provided service level of the BAS Real Property Help Desk The amount of time the Real Property Help Within three (3) business days of ticket Desk will provide the customer with a receipt/acknowledgement proposed resolution for tickets labeled as “High Priority” or “Critical Priority”. High Priority Tickets 18

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