Project Management Services - Department of Administration

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Version 5.0

Page
1


Attachment D



Avenues

Project


Statement of Work


08/25/2011







Version 5.0

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2


Contents

1.0

Introduction / Purpose
................................
................................
................................
......

10

1.1

Avenues Site Review

................................
................................
................................
...................

10

2.0

Functional Scope

................................
................................
................................
...................

12

2.1

Concept of Operations

................................
................................
................................
................

13

3.0

Project Phases and Timeline

................................
................................
................................
..

14

3.1

Project Phases

................................
................................
................................
.............................

15

3.1.1

Phase #2: SRS


Avenues Implementation

................................
................................
.........

15

3.1.1.1

Project Management

................................
................................
................................
......

15

3.1.1.2

Business

................................
................................
................................
...........................

15

3.1.1.3

Technical Architecture and Infrastructure

................................
................................
......

16

3.1.1.4

Content Management

................................
................................
................................
.....

16

3.
1.1.5

Document Conversion
................................
................................
................................
.....

16

3.1.1.6

Eligibility and Benefits Administration System

................................
...............................

17

3.1.1.7

Business Intelligence Services

and Reporting

................................
................................
.

17

3.1.2

Phase #3: LIEAP

................................
................................
................................
..................

17

3.1.3

Ongoing Operations

................................
................................
................................
............

17

3.1.4

Phase #4: Virtual Contact Center

................................
................................
.......................

17

4.0

Project Staffing

................................
................................
................................
.....................

19

4.1

Accenture

................................
................................
................................
................................
....

20

4.2

State

................................
................................
................................
................................
............

23

4.3

Organization Chart

................................
................................
................................
......................

25

4.4

Ke
y Personnel
................................
................................
................................
..............................

26

4.5

Skill Sets for the SRS project

................................
................................
................................
.......

29

5.0

Deliverable Schedule

................................
................................
................................
.............

32

6.0

Project Management and Project Administrative Services

................................
......................

36

6.1

KITO Requirements

................................
................................
................................
.....................

36

6.2

Internal Reporting Requirements

................................
................................
...............................

37

6.3

Project Time Reporting and Cost Allocation

................................
................................
...............

38

6.4

Project Execution Tools

................................
................................
................................
...............

38




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6.5

Documentation of Meetings and Decisions

................................
................................
................

39

6.6

Risk and Issues Management

................................
................................
................................
......

39

6.7

Deliverables

................................
................................
................................
................................
.

39

6.8

Governance, Change Control Process and Acceptance of Deliverables

................................
.....

40

6.8.1

Governance

................................
................................
................................
.........................

40

6.8.2

Change Control Process

................................
................................
................................
......

41

7.0

Requirements Validation, Business Process Design, Software Configuration, Testing, and
Enhancements & Modifications

................................
................................
................................
........

47

7.1

Responsibility Matrix

................................
................................
................................
..................

49

7.2

Deliverables and Work Products

................................
................................
................................
.

49

8.0

Workflow Analysis and Development

................................
................................
....................

51

8.1

Scope Definition

................................
................................
................................
..........................

51

8.2

Major Activities by Phase

................................
................................
................................
............

56

8.2.1

Analyze Phase

................................
................................
................................
.....................

56

8.2.1.1

Analyze Process Flows
................................
................................
................................
.....

56

8.2.2

Design Phase

................................
................................
................................
.......................

57

8.2.2.1

General Design Documents

................................
................................
.............................

57

8.2.3

Build Phase

................................
................................
................................
..........................

58

8.2.3.1

Detailed Design Documents

................................
................................
............................

58

8.2.3.2

Build and Component Test

................................
................................
..............................

58

8.2.4

Test Phase

................................
................................
................................
...........................

58

8.2.5

Deploy

Phase

................................
................................
................................
.......................

58

8.3

Responsibility Matrix

................................
................................
................................
..................

60

8.4

Deliverables and Work Products

................................
................................
................................
.

61

9.0

Interfaces

................................
................................
................................
.............................

62

9.1

Scope Definition

................................
................................
................................
..........................

62

9.1.1

Interfaces In Scope

................................
................................
................................
..............

63

9.
1.2

Interfaces Not In Scope

................................
................................
................................
.......

65

9.2

Major Activities by Phase

................................
................................
................................
............

66

9.2.1

Analyze Phase

................................
................................
................................
.....................

66

9.2.2

Design Phase

................................
................................
................................
.......................

67

9.2.3

Buil
d Phase

................................
................................
................................
..........................

68




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9.2.4

Test Phase

................................
................................
................................
...........................

69

9.2.5

Deploy Phase

................................
................................
................................
.......................

69

9.3

Responsibilities

................................
................................
................................
...........................

69

9.4

Othe
r Interface Considerations

................................
................................
................................
..

70

9.5

Deliverables

................................
................................
................................
................................
.

70

10.0

Data Conversion

................................
................................
................................
...................

71

10.1

Scope Definition

................................
................................
................................
..........................

71

10.2

M
ajor Activities by Phase

................................
................................
................................
............

71

10.2.1

Analyze Phase

................................
................................
................................
.....................

71

10.2.1.1

Conversion Analysis

................................
................................
................................
........

71

10.2.2

Design Phase

................................
................................
................................
.......................

73

10.2.3

Build Phase

................................
................................
................................
..........................

74

10.2.3.1

Build and Component Test:
................................
................................
.............................

74

10.2.4

Test Phase

................................
................................
................................
...........................

74

10.2.5

Deploy Phase

................................
................................
................................
.......................

74

10.2.5.1

Mock Conversions:

................................
................................
................................
..........

74

10.2.5.2

Cutover:

................................
................................
................................
...........................

75

10.3

Respo
nsibility Matrix

................................
................................
................................
..................

76

10.4

Deliverables

................................
................................
................................
................................
.

77

11.0

Business Intelligence Services

and Reporting

................................
................................
.........

78

11.1

Scope Definition

................................
................................
................................
..........................

78

11.2

M
ajor Activities by System Development Methodology Phase

................................
..................

79

11.2.1

Analyze Phase

................................
................................
................................
.....................

79

11.2.1.1

Analyze Reports

................................
................................
................................
..............

79

11.2
.2

Design Phase

................................
................................
................................
.......................

80

11.2.2.1

General Design Documents:

................................
................................
...........................

80

11.2.2.2

Detailed Design Documents

................................
................................
............................

80

11.2.3

Build Phase

................................
................................
................................
..........................

80

11.2.3.1

Build and Component Test

................................
................................
..............................

80

11.2.4

Test Phase

................................
................................
................................
...........................

81

11.2.5

Deploy Phase

................................
................................
................................
.......................

81

11.3

Res
ponsibility Matrix

................................
................................
................................
..................

82




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11.4

Other Requirements

................................
................................
................................
...................

82

11.4.1

Scope of the
Business Intelligence Services

................................
................................
........

82

11.5

Deliverables and Work Products

................................
................................
................................
.

82

12.0

Automated Forms and Notices

................................
................................
..............................

83

12.1

Scope Definition

................................
................................
................................
..........................

84

12.2

Major Activities by Phase

................................
................................
................................
............

92

12.2.1

Analyze Phase

................................
................................
................................
.....................

92

12.2.1.1

Analyze Forms and Notices

................................
................................
.............................

92

12.2.2

Design Phase

................................
................................
................................
.......................

92

12.2.3

Build Phase

................................
................................
................................
..........................

93

12.2.3.1

B
uild and Component Test

................................
................................
..............................

93

12.2.4

Test Phase

................................
................................
................................
...........................

94

12.2.5

Section 7 of the K
-
MED SOW Deploy Phase

................................
................................
.......

94

12.3

Responsibility Matrix

................................
................................
................................
..................

94

12.4

Deliverables and Work Products

................................
................................
................................
.

94

13.0

Imaging and Content Management

................................
................................
.......................

96

13.1

Scope Definition

................................
................................
................................
..........................

96

13.2

D
eliverables and Work Products

................................
................................
................................

96

14.0

Enterprise Readiness

................................
................................
................................
.............

97

14.1

Major Activities by Phase

................................
................................
................................
............

97

14.1.1

Analyze Phase

................................
................................
................................
.....................

97

14.1.1.1

Develop the Stakeholder Assessment and Stakeholder Management Plan

...................

97

14.1.1.2

Create Enterprise Readiness Plan

................................
................................
...................

98

14.1.1.3

Create Communication Plan

................................
................................
...........................

98

14.1.2

Design Phase

................................
................................
................................
.......................

99

14.1.2.1

Support Road Shows

................................
................................
................................
.......

99

14.1.2.2

Launch Change Agent Network and Regional Implementation Leads

............................

99

14.1.2.3

Document System, Process and Role Gaps

................................
................................
...

100

14.1.2.4

Design Change Discussion Guides/Readiness (Business Process) Workshops

.............

100

14.1.2.5

Provide Communications /Update Communication Plan

................................
.............

101

14.1.3

Build Phase

................................
................................
................................
........................

105




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14.1.3.1

Build Change Discussion Guides/ Readiness (Business Process) Work
shops

...............

105

14.1.3.2

Create Role Descriptions

................................
................................
...............................

106

14.1.3.3

Provide Communications / Update Communication Plan

................................
............

106

14.1.3.4

Assess and Report Readiness

................................
................................
........................

106

14.1.4

Test Phase

................................
................................
................................
.........................

109

14.1.5

Deploy Phase

................................
................................
................................
.....................

109

14.1.5.1

Assess and Report Readiness

................................
................................
........................

109

14.1.5.2

Provide Communications / Update Communication Plan

................................
............

109

14.2

Responsibility Matrix

................................
................................
................................
................

110

14.3

Other Requirements

................................
................................
................................
.................

110

14.4

Deliverables

................................
................................
................................
...............................

110

15.0

Train
ing Services

................................
................................
................................
.................

112

15.1

Major Activities by Phase

................................
................................
................................
..........

112

15.1.1

Analyze Phase

................................
................................
................................
...................

112

15.1.1
.1

Analyze End User Training and Support Needs
................................
.............................

112

15.1.1.2

Training Curriculum

................................
................................
................................
.......

113

15.1.2

Design Phase

................................
................................
................................
.....................

115

15.1.2.1

Training Tools Training

................................
................................
................................
..

115

15.1.2.2

Training Design

................................
................................
................................
..............

115

15.1.3

Build Phase

................................
................................
................................
........................

116

15.1.3.1

Build

................................
................................
................................
..............................

116

15.1.3.2

Test

................................
................................
................................
................................

118

15.1.4

Deploy Phase

................................
................................
................................
.....................

118

15.1.4.1

Pilot Training

................................
................................
................................
.................

118

15.1.4.2

Train
-
the
-
Trainer

................................
................................
................................
...........

119

15.1.4.3

Training Facilities
................................
................................
................................
...........

120

15.1.4.4

Training Delivery

................................
................................
................................
...........

120

15.1.4.5

Training Administration

................................
................................
................................

121

15.1.4.6

Training Transition

................................
................................
................................
........

122

15.2

Responsibility Matrix

................................
................................
................................
................

123

15.3

Other Requirements

................................
................................
................................
.................

123

15.4

Deliverables

................................
................................
................................
...............................

123




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16.0

Knowledge Transfer Services

................................
................................
...............................

124

16.1

Scope Definition

................................
................................
................................
........................

124

16.2

Major Activities by Phase

................................
................................
................................
..........

124

16.2.1

Analyze Phase

................................
................................
................................
...................

124

16.2.1
.1

Identify Roles

................................
................................
................................
................

124

16.2.1.2

Knowledge Transfer Plan

................................
................................
..............................

125

16.2.2

Design Phase

................................
................................
................................
.....................

126

16.2.2.1

Personal Learning Plans

................................
................................
................................

126

16.2.2.2

Assess Knowledge Transfer Progress

................................
................................
............

127

16.2.2.3

Design Small Group Walkthrough sessions

................................
................................
...

127

16.2.3

Build Phase

................................
................................
................................
........................

128

16.2.4

T
est Phase

................................
................................
................................
.........................

128

16.2.5

Deploy Phase

................................
................................
................................
.....................

129

16.2.6

Post Systems Support Phase

................................
................................
.............................

130

16.2.6.1

Assess Knowledge Transfer Progress


Post Systems Support

................................
.....

130

16.3

Responsibility Matrix

................................
................................
................................
................

130

16.4

Other Requirements

................................
................................
................................
.................

130

16.5

Deliverables

................................
................................
................................
...............................

131

17.0

Technical Infrastructure Build and Operations

................................
................................
.....

132

17.1

Major Activities

................................
................................
................................
.........................

132

17.2

Responsibility Matrix

................................
................................
................................
................

133

17.3

Deliverables

................................
................................
................................
...............................

135

18.0

SRS Q
uality Assurance

................................
................................
................................
.........

137

18.1

Major Activities

................................
................................
................................
.........................

137

18.2

Responsibility Matrix

................................
................................
................................
................

138

18.3

Deliverables and Work Products

................................
................................
...............................

138

19.0

508 Compliance

................................
................................
................................
..................

140

20.0

Help Desk

................................
................................
................................
...........................

141

21.0

Continu
ity of Operations and Disaster Recovery

................................
................................
..

142

21.1

Scope Definition

................................
................................
................................
........................

142

21.2

Responsibility Matrix

................................
................................
................................
................

143




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21.3

Deliverables and Work Products

................................
................................
...............................

143

22.0

Ongoing Operations

................................
................................
................................
............

145

22.1

Major Activities

................................
................................
................................
.........................

145

22.1.1

Knowledge Transfer

................................
................................
................................
..........

145

22.1.2

Enhancements

................................
................................
................................
...................

146

22.2

Responsibility Matrix

................................
................................
................................
................

147

22.3

Deliverables

................................
................................
................................
...............................

147

23.0

Print

Mail

................................
................................
................................
...........................

148

23.1

Responsibility Matrix

................................
................................
................................
................

149

23.2

Deliverables

................................
................................
................................
...............................

149

24.0

Post
-
Implementation Support

................................
................................
.............................

150

24.1

Major Activities by Phase

................................
................................
................................
..........

151

25.0

Archiving (KEEP)

................................
................................
................................
..................

152

25.1

A
nalyze Phase

................................
................................
................................
...........................

152

25.1.1

Analyze KEEP Requirements

................................
................................
.............................

152

25.2

Responsibility Matrix

................................
................................
................................
................

153

25.3

Other Considerations

................................
................................
................................
................

154

25.4

Deliverables and Work Products

................................
................................
...............................

154

26.0

Virtual Contact Center

................................
................................
................................
.........

155

26.1

Major Activities by Phase

................................
................................
................................
..........

159

26.1.1

Analysis

................................
................................
................................
.............................

159

26.1.1.1

Virtual Contact Center Analysis

................................
................................
....................

159

26.1.2

Design Phase

................................
................................
................................
.....................

161

26.1.3

Build Phase

................................
................................
................................
........................

162

26.1.3.1

Detailed Design Documents

................................
................................
..........................

162

26.1.3.2

Build and Component Test

................................
................................
............................

162

26.1.4

Test Phase

................................
................................
................................
.........................

163

26.1.4.1

VCC IVR Testing

................................
................................
................................
.............

163

26.1.4.2

Telephony / ACD Testing

................................
................................
...............................

164

26.1.5

Deploy Phase

................................
................................
................................
.....................

165

26.1.5.1

IVR deployment:
................................
................................
................................
............

165




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26.1.5.2

Telephony /ACD deployment

................................
................................
........................

166

26.2

Other Requirements

................................
................................
................................
.................

167

26.3

Deliverables

................................
................................
................................
...............................

167

27.0

Busin
ess Process Reengineering (BPR) and Business Process Improvement (BPI)


Change
Management

................................
................................
................................
................................
.

168

27.1

Business Process
Reengineering and Business Process Improvement

................................
.....

168

27.1.1

Perform Business Process Reengineering (BPR)/Business Process Improveme
nt (BPI)

...

168

27.1.1

Business Activities and Tasks

................................
................................
............................

169

27.2

Deliverables/Work Products

................................
................................
................................
.....

172






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1.0

Introduction / Purpose

The purpose of this SRS Statement of Work (SOW) is to document and formalize the decisions made and
agreements reached during K
-
MED/Avenues contract negotiations.

The SOW supplements the contract
by providing required clarity to specific areas of the Contractor’s proposal. It particularly documents any
item that is different from the State’s RFP, State’s RRO or the Contractor’s proposals. The SOW does not
substit
ute for, nor necessarily nullify, any commitments or approaches described in the Contractor’s
proposal or other Contractor commitments made during the procurement process. If the SOW is silent
on a given item or approach, then these other documents and Co
ntractor commitments are in full force.

The SOW defines the Project phases and releases. The SOW defines requirements for project controls
and project administration, including the change control process. It lists all deliverables and provides a
brief de
scription of each deliverable. The SOW identifies which party is responsible for specific Project
activities. The SOW includes proposed Contractor and State staffing.

The SRS SOW is an incremental work effort to the K
-
MED SOW and should be viewed as the
work
necessary to be done that is in addition to the K
-
MED SOW. Any consideration of the SRS SOW must
include the K
-
MED SOW for a complete picture of the project. In many instances the SRS SOW will refer
to the K
-
MED SOW.

1.1

Avenues Site Review

The Contractor

will provide a Demonstration and Training session of the K
-
MED/Avenues Vendor’s
proposed system at the central development site located in San Antonio, Texas. The expectations of the
session are:



See a demonstration of the proposed solution and all techni
cal aspects that support it.



See a presentation and walk thru of the development center processes, procedures, standards, and
guidelines for product maintenance and enhancement.



Receive training in the solution architecture and practices.

The scheduled tim
e and agenda will be determined and agreed upon by both the State and Contractor
during detailed project planning.

The Contractor shall be responsible for all the travel and lodging expenses, for up to 10 State agency
staff to attend the session. The State

will be represented by a team consisting of developer, software
administration, analyst, and business staff. All travel and expense arrangements shall fully comply with
the terms of K.S.A. 46
-
237 and travel arrangements are compliant with the State of Kan
sas Travel
Policies, found at: http://da.state.ks.us/ar/employee/travel/.




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The State team will arrive in San Antonio on the day before the session is to begin and depart from the
location at the conclusion of the session. It is expected that the session wil
l not exceed two days.

The Contractor will provide the airfare and lodging arrangements for the State staff specified. The billing
for these accommodations will go directly to the Contractor from the travel companies. Coverage of
ground transportation will

be arranged in the planning of the trip. It is expected that the State will cover
the meal expenses for the staff attending.




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12


2.0

Functional Scope

The Avenues project will implement the next generation of integrated eligibility and benefits
administration info
rmation management systems that will include an Integrated Service Delivery model
to better serve Kansans. Integrated service delivery that is focused on the client will require
improvements to the current SRS business processes and the underlying informa
tion technology that
supports them.

The scope of the Avenues project is extensive and is summarized as follows.

Replac
ement of the following legacy

systems:



KAECSES
-
AE



Kan
-
Pay



KsCares



EATSS



TOP



LIEAP systems

As part of the project, all functionality and
data from these systems will be incorporated into the new
system
, per the functional and conversion design,

and these will be decommissioned.

The following programs are in scope for
Avenues
:



Temporary Assistance for Needy Families (
TANF
)



SNAP (
Food
Assistance
)



Refugee Assistance



General Assistance



Funeral Assistance





Work Programs (Includes both TA
N
F and F
ood
A
ssistance

E
mployment
&

T
raining
)



Child Care Subsidy (Includes customer eligibility, benefits, and provider enrollment)



Low Income Energy As
sistance (
LIEAP
)





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The following Children and Family Services programs are for payment or emergency payments only.



Adoption Support Subsidy



Permanent Custodianship



Independent Living (Chaffee)



Generic Family Services


Implemen
tation of

the new Eligibility a
nd Benefits Administration System (Avenues)
.

This will include
all aspects of implementing a new system, such as conversion, interfaces, n
ew business processes
, and
u
sers trained
in the
use of the

system. SRS will have the ability to consolidate service
delivery, perform
integrated case management, and eliminate redundant and inefficient processes.

Establish
ment of the appropriate communication and change management methods and structure.

Establish
ment of the

core technical infrastructure to support the

solution.


Business Process Reengineering/Improvements
. Staff business processes will be reengineered for more
efficiency in meeting customer needs and use of the new solution.


Implemen
tation of a

Virtual Contact Center
.

This will

implement a new unit
a
nd the necessary system
functionality to

provide statewide customer support using phone and internet service channels,
regardless of the staff location.

Establishment of a Content Management solution that is integrated with the eligibility system. This w
ill
include
the

hardware, software, infrastructure, processes, rollout, and
support for the
establishment of
a
Records Management Center
, in accordance with the SOW and Avenues requirements
.


Implement
ation of a
new organizational structure for programs s
upported by
Avenues
.

Any new
organizational structures will be implemented and staff assigned to new duties.

2.1

Concept of Operations

The SRS future vision model shares many concepts of the K
-
MED vision. The K
-
MED vision provides the
base for SRS with
incremental aspects pertaining to the SRS program service delivery. The SRS Concept
of Operations document

(see Appendix)


provides a description of the SRS current environment and the
future vision of operations.







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14


3.0

Project Phases and Timeline

Project
Phase

Deliverable/Scope

Deployment Date

Phase 1


Phase 1 involves K
-
MED scope only.
SRS work begins with Phase 2.

NA

Phase 2

Project Management, Business
Process Reengineering/Improvement,
Technical Architecture and
Infrastructure, Content Management
(
including Document Conversion),
Eligibility and Benefits Administration
System
, and
Business Intelligence
Services

Month 21

Phase 3

LIEAP

Month 28

Phase 4

Virtual
Contact

Center

Month 31


The following chart represents the Avenues Timeline. The
integrated Project Plan will contain the
aligned workplan with K
-
MED, which will coordinate the implementation of phases.


Figure
1

-

SRS Timeline






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15


3.1

Project Phases

3.1.1

Phase #2: SRS


Avenues Implementation

Listed below are the high
-
level work efforts that are In Scope for Phase 2. This phase includes the
following:
Project Management, Business Process Reengineering/Improvement, Technical Architecture
and Infrastructure, Content Management

(including Document

Conversion),

Eligibility and Benefits
Administration System
, and
Business Intelligence Services
.

It should be noted that Phase 1, which is not
scope within the SRS


Avenues Implementation, is K
-
MED scope associated with the Self Screening
Portal and Pre
sumptive Eligibility.

3.1.1.1

Project Management


Project Management
w
ill

include planning, controlling, and reporting the work; identifying, tracking, and
resolving problems and issues; and leading the project in cooperation with the State’s Project Director
an
d staff. Other activities would include conducting project initiation, arranging and conducting status
meetings, managing the quality reviews, and developing and implementing the issue and risk
management programs.
Accenture will

work to maintain a coopera
tive working relationship with State
staff and the State’s
Independent Validation and Verification Vendor (
IV&V
) on

an ongoing daily basis to
design, develop, implement, maintain, and operate a system that meets the required specifications.

Our approach to

performing

the activities surrounding
Project Management involves leveraging the
PMO established by the K
-
MED project and adding additional focus on quality. Our Project Manager is
supported by a PMO Lead focused on working with your PMO and IV&V to trac
k quality metrics

and
overall team performance.

3.1.1.2

Business

Business

activities and tasks
are
necessary to plan and prepare for SRS deployment of change
management staff. We are using the broad term “Change Management” to include the activities of
Business P
rocess Reengineering, Business Process Improvement, as well as the plans, communications
and activities necessary to get your staff ready for the new processes that accompany the integr
ated K
-
MED and Avenues System.

Perform Business Process Reengineering (
BPR)/Business Process Improvement (BPI)

Using a
six
-
step method to conduct
ing

business process improvement
s

for the Avenues project
,

Accenture will provide the appropriate staff with Business Process Improvement expertise
(
during the
initial window in the
project
)

to research, evaluate, and identify new business processes.

Accenture w
ill

provide a staff person familiar with the prop
osed eligibilit
y system to work with this
team

in:



helping to identify a plan of implementation of the new business processes.




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16




work
ing

with SRS to establish and maintain a model business process office.



a
id
ing

the state in the rollout of these new processes, training, education, and any other aspects
of successfully transitioning the organization to the new business processes.

3.1.1.3

Te
chnical Architecture and Infrastructure

The
Tec
hnical Architecture and
Infrastructure
activities are intended to extend the K
-
MED

architecture
and scale it appropriately for the increased

caseloads of Avenues. They will

include the activities and
tasks to

deploy the infrastructure, equipment, and sof
tware for the integrated K
-
MED
/ Avenues system.
These tasks would follow a methodology that includes the processes necessary to analyze the
equipment and software requirements, development of

the software and
equipment
, development and
imp
lementation of the security
, management of the procurement process for hardware and software, as
well as the technical architecture support to desig
n, build, test and deploy K
-
MED
/Avenues.

Our approach to performing the acti
vities surrounding the Technical Architecture and Infrastructure
activities

involves leveraging the technical teams and resources that already exist for the K
-
MED project.
The Tech Arch resources assigned to Avenues will be focused on adapting the archite
cture and
infrastructure to SRS needs rather than starting from scratch.

3.1.1.4

Content Management

Accenture’s Co
ntent Management solution will be to build

on capabilities in the existing APSP to provide
a more robust solution supporting cohesive integration wi
th the APSP Portal application and enhanced
workflow capabilities. The solution will allow the State to scan documents and process images
electronically. It will give SRS users the ability to store and retrieve case related documents
electronically, and vi
ew the stored images online from within the Avenues System
.

Accenture’s

approach to performing

the activities surrounding
Content Management involves
leveraging the deep expertise of our teaming partner, Perceptive. Based in Kansas and experienced with
pu
blic sector ECM implementations, Perceptive is well equipped to rapidly develop and deploy the
standalone imaging solution.
W
e will work with our Perceptive partners to integrate the interim
solution into the Eligibility and Web Portal systems. At that po
int, all appropriate Avenues users will be
able to benefit from ongoing ECM capabilities.

3.1.1.5

Document Conversion

Histo
rically scanned and imaged documents (i.e., content) will be converted from the legacy system to
the SRS


Avenues solution by
an external
contractor

and is not part of the Accenture scope. Accenture
will, however,
provide the correct file format to
the external vendor

so the historical documents can
easily be consumed/converted by the Image now
, and
put the “
Client” on a server, a desk
top
,

or both
based on what
works best for the document conversion work effort.




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17


3.1.1.6

Eligibility and Benefits Administration System

Eligibility and Benefits Administration includes the
incremental modifications to the

K
-
MED

solution to
meet the Avenues functional, technical, conversion and interface requiremen
ts.

Our approach to performing

the activities surrounding
Eligibility System and
Web Portal
involves
leveraging the large development team that exists for the
K
-
MED

pro
ject while enhancing it with
additional functio
nal and technical resources. Accenture will

add developers focused on
development
of the Eligibility System,
Interfaces,
Data Conversion as well as System Testing and Training

so that the
Avenues project is w
ell represented in the combined team.

3.1.1.7

Business Intelligence Services

and Reporting

Business Intelligence Services

and Reporting

involves the activities and tasks n
ecessary to implement the
K
-
MED

Business Intelligence Services

architecture for the Avenue
s Project for use by SRS decision
makers. As we perform the Design for Avenues, we will confirm that adequate storage for the
incremental case load increase for SRS cases has been defined in the plan.

The modifications to the K
-
MED

Business Intelligence
Services

design will primarily be driven by the programmatic changes for the
SRS
-
specific programs.

Our approach to performing

the activities surrounding
Business Intelligence Services

and Reporting

involves leveraging the reporting capabilities of the K
-
M
ED team with additional resources from
Accenture Analytics and our San Antonio Development Center. In this way, we will make
use of
existing
skills and capabilities while bringing additional
Business Intelligence Services

and Reporting

experience.

3.1.2

Phase
#3: LI
EAP

Phase 3 will include the implementation of t
he Low Income Energy Assistance Program (LIEAP)
. This
implementation

will help

eligible households pay
for
a portion of their home energy costs by providing
an annual

benefit.

The solution will consist of registering clients, determining a clients eligibility and
benefit amount, processing a payment, as well as m
aintain
ing and updating

information about vendors
.

3.1.3

Ongoing Operations

Accenture will provide resources dedicated t
o Knowledge Transfer
,
Enhancements
, and Help Desk

for a
period of 12 months after the Implementation of the SRS


Avenues application. At the conclusion of
the Ongoing Operations phase SRS staff will have the knowledge and “hands on” expertise to manage
a
nd support future enhancement work without the guidance of Accenture resources.

3.1.4

Phase #4: Virtual
Contact

Center

The Virtual
Contact
Center (VCC) work effort

will establish the tools, technologies, organizational
structure, role definitions, and physica
l structure necessary to allow the
SRS

to improve customer
service through
a consolidated statewide V
irtual Contact Center. Customers contacting the agency will



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18


be routed through this Virtual Contact Center in order to improve response times, customer sat
isfaction
and improve workforce efficiency.




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19


4.0

Project Staffing

The Project Staffing SOW is intended to identify the Contractor and State resources needed to
implement the SRS
Avenues Solution
. Accenture and SRS staff will work together to complete General
a
nd Detailed Design documentation, Build and Unit Test (i.e., pages, database updates, interface,
reports, forms, batch, etc.), System Test, and Deployment of the required work products, Deliverables,
and Application Components to successfully implement the

benefits system. By the very nature of
integrating SRS staff with Accenture resources SRS will learn how
to
maintain and enhance the system.
Accenture will also be leveraging the Accenture resources assigned to the K
-
MED project in an effort to
maximize

the team productivity between the two projects.




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20


4.1

Accenture

Table
1

-

Accenture Staffing Table

Team

Role

Resource Name

Location

Roll
On
Month

Roll Off
Month

Total
Months

Project Management

Avenues Account Lead*

Debora Morris

Topeka

M1

M21

4

Project Management

Avenues Project Manager

Keith Salas

Topeka

M1

M21

21

Project Management

PMO Manager

TBD

Topeka

M1

M21

21

Change Management

Change Management Project Manager*

Robin

Murphy

Topeka

M4

M21

18

Change Management

Business Process Reengineering Lead

TBD

Topeka

M4

M16

13

Change Management

Business Analyst Lead

TBD

Topeka

M5

M5

1

Change Management

Business Analyst

TBD

Topeka

M4

M16

13

Change Management

Training Developer

TBD

Topeka

M6

M20

15

Change Management

Training Developer

TBD

Topeka

M6

M18

13

Change Management

Training Developer

TBD

Topeka

M13

M19

7

Technical Architecture

Technical Architecture and Install
Infrastructure Manager*

Mel Pieper

Topeka

M1

M21

21

Technical Architecture

System Architect

TBD

Topeka

M3

M17

15

Technical Architecture

Database Administrator

TBD

Topeka

M3

M21

19

Tech. Arch.
-

Content Management

Content Management Manager*

Kristen Parker

Topeka

M1

M20

10

Tech. Arch.
-

Content Management

Imaging/Content Management Developer

TBD

Topeka

M1

M20

5

Tech. Arch.
-

Content Management

Imaging/Content Management Developer

TBD

Topeka

M1

M20

3

Tech. Arch.
-

Content Management

Imaging/Content Management Developer

TBD

Topeka

M1

M20

15

Eligibility
System

Eligibility and Benefits Administration System
Manager*

Jerry Nielson

Topeka

M1

M21

21

Eligibility System

Business Functional Manager/Testing

TBD

Topeka

M1

M18

15

Eligibility System

Application Developers

TBD

Topeka

M2

M21

20

Eligibility System

Application Developers

TBD

SADC

M6

M21

16

Eligibility System
-

Conversion

Application Developer


Conversion

TBD

Topeka

M4

M21

18

Eligibility System
-

Conversion

Application Developer


Conversion

TBD

SADC

M5

M21

17




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21


Team

Role

Resource Name

Location

Roll
On
Month

Roll Off
Month

Total
Months

Eligibility System
-

Interfaces

Application Developer


Interfaces

TBD

SADC

M6

M18

13

Eligibility System
-

Interfaces

Application Developer


Interfaces

TBD

Topeka

M6

M11

6

Eligibility System
-

Interfaces

Application Developer


Interfaces

TBD

Topeka

M7

M20

14

Eligibility System

Application Developer


Forms

TBD

Topeka

M5

M21

20

Eligibility System

Application Developer


Forms

TBD

Topeka

M6

M20

22

Virtual Contact Center

Virtual Contact Center Project Manager*

David Corey

Topeka

M24

M31

8

Virtual Contact Center

IVR/CRM Developer

TBD

Topeka

M26

M31

6

Virtual Contact Center

IVR/CRM Developer

TBD

Topeka

M26

M31

6

Virtual Contact Center

IVR/CRM Developer

TBD

Topeka

M21

M26

3

Business Intelligence Services

and
Reporting

Business Intelligence Services

and Reporting
Project Manager*

Anthony Perez

Topeka

M13

M21

9

Business Intelligence Services

and
Reporting

Reports Lead

TBD

SADC

M13

M21

9

Business Intelligence Services

and
Reporting

Application Developer


Reports

TBD

Topeka

M4

M12

9

Business Intelligence Services

and
Reporting

Application Developer


Reports

TBD

Topeka

M4

M6

3

Business Intelligence Services

and
Reporting

Application Developer


Reports

TBD

Topeka

M4

M6

3

Business Intelligence Services

and
Reporting

Application Developer


Reports

TBD

Topeka

M4

M6

3

Business
Intelligence Services

and
Reporting

Application Developer


Reports

TBD

Topeka

M7

M15

9

Business Intelligence Services

and
Reporting

Application Developer


Reports

TBD

Topeka

M12

M23

12

Business Intelligence Services

and
Reporting

Application Developer


Reports

TBD

Topeka

M7

M24

19

Business Intelligence Services

and
Reporting

Application Developer


Reports

TBD

Topeka

M7

M12

6

Business Intelligence Services

and
Application Developer


Reports

TBD

Topeka

M7

M12

6




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22


Team

Role

Resource Name

Location

Roll
On
Month

Roll Off
Month

Total
Months

Reporting

Business Intelligence
Services

and
Reporting

Application Developer


Reports

TBD

Topeka

M10

M18

9

NOTE: Accenture will
leverage the K
-
MED Project Management team
for SRS beyond month 21
.


This team will support Project Management
functions during LIEAP and Virtual Contact Center activities.






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23


4.2

State

The table below defines the SRS Staff required to support the SRS Project teams. It highlights the Team, Role, and Roll On a
nd Roll Off Months

for each resource. For a description of Roles please refer to section
4
.5 Skill Sets for both SRS and K
-
MED projects
, below. Resources marked
with an asterisk are intended to highlight those resources that would be part of the 12 month Ongoing
Operations team. These resources would
support the management, build and test, training, and implementation of the ongoing support and approved enhancement requests

during the
12 month Ongoing Operations phase of the project.

Table
2

-

SRS Staffing Table

Team

Role

Roll On
Month

Roll Off
Month

Total
Months

Project Management

Project Manager

M1

M21

21

Project Management

PMO Manager

M1

M39

39

Project Management

Project Manager

M1

M39

39

Technical Architecture

System Architect

M1

M21

21

Eligibility System

Business Functional Manager

M1

M39

39

Eligibility System

Business Functional Manager

M1

M39

39

Eligibility System

Business Analyst/SME

M1

M
39

39

Eligibility System

Business Analyst/SME

M1

M
39

39

Eligibility System

Business
Analyst/SME

M1

M
39

39

Eligibility System

Business Analyst/SME

M1

M39

39

Eligibility System

Business Analyst/SME

M6

M39

34

Eligibility System

Application Developer

M2

M39

38

Eligibility System

Application Developer

M2

M39

38

Eligibility System

Application Developer

M6

M39

34

Eligibility System

Application Developer

M6

M39

34

Eligibility System

Application Developer

M6

M39

34

Eligibility System

Application Developer

M1

M39

39

Eligibility System
-

Conversion

Application Developer
-

Conversion

M6

M21

16

Eligibility System
-

Content Management

Imaging/Content Management Developer

M1

M21

21




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24


Team

Role

Roll On
Month

Roll Off
Month

Total
Months

Business Intelligence Services

and Reporting

Application Developer


Reports

M13

M21

9

Eligibility System

Tester

M6

M18

13

Eligibility System

Tester

M6

M39

34

Eligibility System

Tester

M6

M39

34

Enterprise Readiness

Business Process Reengineering Lead

M4

M16

13

Enterprise Readiness

Business Process Reengineering Lead

M4

M16

13

Enterprise Readiness

Training Developer

M6

M
21

1
6

Enterprise
Readiness

Training Developer

M6

M
21

1
6

Enterprise Readiness

Training Developer

M6

M
21

1
6

Note: This table represents the minimum number of resources contractually obligated to complete the SRS Contract. Additional

resources may
be identified during the
Analyze and Design phases of the project. There is an expectation that the State will provide business

resources,
technical resources and subject matter experts as needed to support the project.




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25


4.3

Organization Chart

The

proposed Avenues implem
entation team is shown
in the Avenues Project Organization Chart
. This
chart
shows the resources specifically
identified
for SRS and its
requirements

across all
phases of the
project
.
Accenture will leverage

Perceptive

to fill
the roles for the
Content Man
agement while Accenture
while remaining overall responsible for the overall

project.

Figure
2

-

Avenues Project Organization Chart







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26


4.4

Key Personnel

Listed in the table below are the contractor resources that have been identified as key to the Avenues project.
Proposed consultants should be
available to staff the project, unless prevented from doing so by circumstances beyond the Proposer’s control.

T
able
3

-

Key SRS Personnel

Role

Role Descriptions

Relevant Experience

Keith Salas

Avenues Project Manager



Oversee and would provide day
-
to
-
day
direction of the project. Is the single point
of contact for the State regarding the
Ave
nues implementation



Resolves escalated issues, creates plans to
mitigate risk, and remove roadblocks



Management and technical support to
project team members



Handles complex projects. Designs and
implements project plans



Relies on experience and judgment
to plan
and accomplish goals



13 years experience in IT field delivering large, complex systems, on
-
time and on budget, and to the satisfaction of the customer



9 years of health and human services experience including 6 years
eligibility determination and 2

years child support systems



7 years of project management experience

Robin Murphy

Sub
-
Project 1 Business Architecture
and Change Management Project
Manager




Defines future business processes for use
with Avenues solution



Performs Organizational Assessmen
t to
support of the new business model and
provide recommendations for
organizational change



Develops a Stakeholder Assessment and
Management Plan



Works directly with the project managers to
provide communications on status of
project and web updates



3 yea
rs experience in change management / implementation



2 years health and human services experience including Medicaid
eligibility determination systems



6 years experience in training development and delivery including
leading training teams



4 years experienc
e business process development, testing and
implementation



1 year experience organizational design and implementation

Mel Pieper

Sub
-
Project 2: Update Technical
Architecture and Install
Infrastructure Project Manager




Designs expansion of K
-
MED technical
architecture to support Avenues
requirements



Defines system and application architecture
and would provide vision, problem
anticipation, and problem solving ability to
organization



Assists in the definition of the architecture


25 years of experience in the IT industry delivering large, complex
systems, on
-
time and on budget, and to the satisfaction of the
customer



15 years experienc
e managing technical support/architecture teams



10 years experience in managing system architecture at the
enterprise level



12 years of experience working with the proposed RDBMS
-
based
applications




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27


Role

Role Descriptions

Relevant Experience

and technology needs of the o
rganization
based on new and emerging technologies,
and establishes priorities and strategies
consistent with business goals and
economic viability.



Serves as an advisor to senior IT leadership
on advanced technologies and evaluates the
business impact thr
ough cost/benefit
analysis. Recommends and incorporates
technology with long
-
term business plans



10 years of experience years of experience supporting obj
ect
oriented web applications



10 years of health and human services experience including 10 years
TANF, SNAP and other program eligibility determination systems

Kristen Parker

Sub
-
Project 3: Content
Management Project Manager



Develop and design the overal
l ECM storage
and retrieval strategy



Define a conversion strategy for existing
paper case files



Leads the overall design, development and
implementation of the ECM and integration
with Avenues



9 years experience in designing, building and managing software

projects



Led the design and implementation of document management
solutions as a project manager for over 85 projects



Led the document management team for the California Statewide
Automated Welfare System (SAWS) Consortium
-
IV (C
-
IV) project.



Experience ma
rrying the unique needs of human services case
management with the best practices of document management
systems

Jerald Nielson

Sub
-
Project 4: Eligibility and
Benefits Administration System
Project Manager



Leads the technical team and oversees all
techni
cal aspects of Avenues application
development including data conversion,
portal and interfaces



Manages technical resource allocation for
the team to manage project cost and
schedule



Reviews all technical deliverables and would
provide input to the Overall

Project
Manager regarding approval of technical
deliverables



7 years of experience in managing application development at the
enterprise level



Developed and maintained a major health and human services
systems on J2EE platform



11 years of experience in IT

field delivering large, complex systems,
on
-
time and on budget, and to the satisfaction of the customer



9 years of health and human services experience including 9 years
Welfare eligibility determination systems



7 years of project management experience

D
ave Corey

Sub
-
Project 5: Virtual Contact
Center Project Manager



Leads detailed design meetings to build,
configure, and implement the Virtual
Contact Center



Defines integration of telephony systems
with Avenues CRM functions



Analyzes field offices and
provides
recommendations for new model to support
the Virtual Contact Center



33 years experience in the communications industry, including wire
-
line service (PSTN) and VoIP network configurations.



28 years experience in telecommunications infrastructure fo
r Avaya
and Cisco systems, including ancillary applications (IVR, Call
Management Systems, CTI, Advanced Call Routing, Voice Messaging,
Fax Server, Call Recording, Quality Monitoring, and Workforce
Management applications)



Development, testing, installati
on and maintenance of two 500+ seat



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28


Role

Role Descriptions

Relevant Experience

call centers for health and human services clients.



7 years experience in health and human services


5 years in support
of Medicaid eligibility systems, and 2 years at the Texas Welfare
Modernization project.



2 years of

project management experience

Anthony Perez

Sub
-
Project 6:
Business Intelligence
Services

and Reporting Project
Manager



Leads the
Business Intelligence Services

&
Reporting team, skilled in data analytics,
reporting, and data mining tools &
techniques



3
years experience in architecting and implementing eligibility system
reporting components leveraging various tools and concepts; Oracle
Database, SQL, PL/SQL, Oracle Reports Builder, Oracle Warehouse
Builder, Extract Translate Load Design Concepts (ETL), O
racle Business
Intelligence Enterprise Edition(OBIEE) and Data Warehousing
Dimensional Design Concepts.



3 years experience in architecting and implementing eligibility system
data conversion components leverage Oracle Database and Oracle
Warehouse Builder.



2 years of development team leadership experience; leading teams of
2
-
3 developers to meet project milestones on time and on budget.



1 year experience in maintaining and enhancing a production
Business Intelligence Services

providing analytical reports from
eligibility system data.



6 years experience in IT field maintaining and enhancing a large and
complex eligibility system to meet customer needs







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29


4.5

Skill Sets for
the
SRS project

The listing below includes roles/skill sets for
the
SRS project. The focus is to provide a high level description with a focus on the tool and
developments skills. A person can serve more than one role.

It is expected that the
Key Skills and Responsibil
ities

that are highlighted in bold
font are the needed skill sets that would most benefit the project.

Role

Key Skills and Responsibilities

1.

Project Manager

Provides day
-
to
-
day leadership of project team



Champions project vision and goals



Bridges IT relat
ionship with multiple agencies and outside organizations



Builds the team



Executes governance



Monitors project plans and redirects team efforts as needed to adhere to project schedule and outcomes

2.

PMO Manager

Provides day
-
to
-
day l
ead
ership

and manage
ment
of

the Project Management Office (PMO) team and resources.



Leads and manages the PMO team and resources including (but not limited to):

1.


Risk and Issue Management

2.

Change Control Management

3.

Deliverable Management

4.

Document Management

5.

Resource Management



Work

plan management of the Avenues project

3.

System Architect



Understanding of Service Oriented Architecture principles and governance