S 2E A D M S SOW: Chedule Pplication Evelopment and Aintenance Ervices For C O, Ca

COUNTY OF ORANGE, CA
Schedule 2E—Application Development and Maintenance Services SOW
SCHEDULE 2E
APPLICATION DEVELOPMENT AND MAINTENANCE

SERVICES SOW
for
Date TBD
Table of Contents
1.0 Services Overview................................................................................. 1
1.1 Service Objectives..........................................................................................................1
2.0 Application Development and Maintenance Services ............................ 2
2.1 Application Development Services Roles and Responsibilities ............................................2
2.2 Application Warranty Services ......................................................................................19
2.3 Application Maintenance Services Roles and Responsibilities ...........................................20
2.4 Service Monitoring, Reporting and Review Services Roles and Responsibilities ..................22
3.0 Service Environment........................................................................... 23
3.1 Scope of the Infrastructure to be Supported .....................................................................23
4.0 Service Level Requirements ................................................................ 24
4.1 Objectives ...................................................................................................................24
4.2 Service Level Requirements (SLRs) ...............................................................................24
4.3 Customer Satisfaction...................................................................................................25
4.4 Reports .......................................................................................................................26
5.0 Referenced Documents ....................................................................... 26
Date TBDPage i
List of Tables
Table 1. Application Strategy and Architecture Services Roles and Responsibilities.......................2
Table 2. Planning and Analysis Roles and Responsibilities .........................................................3
Table 3. Project Planning and Management Services Roles and Responsibilities............................3
Table 4. Requirements Definition Roles and Responsibilities ......................................................5
Table 5. Design Specifications Services Roles and Responsibilities .............................................6
Table 6. System Environment Acquisition and Installation Services Roles and Responsibilities.......9
Table 7. Programming, Development and Configuration Services Roles and Responsibilities .......10
Table 8. Application Testing Services Roles and Responsibilities ..............................................12
Table 9. Implementation and Migration Services Roles and Responsibilities ...............................13
Table 10. Conversion and Migration Planning and Preparation Services Roles and
Responsibilities .......................................................................................................15
Table 11. Software Configuration Management Roles and Responsibilities ..................................16
Table 12. Application Change Management Documentation Services Roles and
Responsibilities .......................................................................................................17
Table 13. Training and Knowledge Transfer Services Roles and Responsibilities ..........................18
Table 14. Documentation Services Roles and Responsibilities.....................................................19
Table 15. Enhancement Request Services Roles and Responsibilities ...........................................22
Table 16. Service Monitoring, Reporting and Review Roles and Responsibilities ..........................22
Table 17. Application Development SLRs ................................................................................24
Table 18. Application Maintenance SLRs .................................................................................25
Table 19. Customer Satisfaction ..............................................................................................26
Table 20. ADM Services Reports ............................................................................................26
Date TBDPage ii
This is Schedule 2E (Application Development and Maintenance Services) to the

Agreement between the County of Orange, CA (“County” or “the County”) and Vendor
(“Vendor”). Unless otherwise expressly defined herein, the capitalized terms used
herein shall have the meaning assigned to them in Attachment A (SOW Definitions).
1.0 Services Overview

Application Development and Maintenance (ADM) services are the activities, as detailed
in this Statement of Work (SOW), required to provide the County the following general
application life cycle services:
Application Development/Enhancement Services - Activities associated with software

development, or implementation/configuration of commercial off the shelf (COTS)
software, for new applications and major enhancements. Application services are
classified as Application Development/Enhancement Services when the work effort is
greater than 150 person-hours.
Application Warranty Services - Activities associated with repairing errors/defects for

Vendor-developed/implemented/configured applications or enhancements that are
discovered within six (6) months of the application or enhancement being placed into the
applicable production environment.
Application Maintenance Services - Activities associated with repairing application

defects and developing minor functional enhancements. Application services are
classified as Application Maintenance Services when the work effort is fewer than 150
person-hours for production application systems. Application Maintenance Services
include Block Point Releases.
1.1 Service Objectives
The following are the key high-level Service objectives the County expects to achieve
through outsourced application services and this ADM SOW:
n Acquire ADM Services with Availability guarantees backed by established
Service Level Requirements (SLRs)
n Enhance overall performance and efficiency in delivery of application
Enhancements, Service Requests, and Incident and Problem Management,
as defined herein
n Standardize processes to industry best practices and gain access to world-
class capabilities and/or resources not readily available internally
n Reduce the County’s ADM costs at the start of the Agreement and
continually achieve productivity gains that reduce costs on an ongoing
basis
n Support the County via the appropriate ADM approach (e.g., iterative,
waterfall or agile development)
n Continuously improve delivery of IT services
Date TBDPage 1
2.0 Application Development and Maintenance

Services
2.1 Application Development Services Roles and
Responsibilities
2.1.1 Application Strategy and Architecture
Application Strategy and Architecture Services are those tasks and activities necessary
to define the overall application strategy and high-level application architecture
associated with managing applications in the County’s application portfolio. These
Services include creating new, maintaining or enhancing existing, and retiring obsolete
application, data, integration and conversion architectures.
The following Table identifies the roles and responsibilities associated with Application
Strategy and Architecture Services. An “X” is placed in the column under the Party that
will be responsible for performing the task. Vendor responsibilities are indicated in the
column labeled “Vendor”.
Table 1. Application Strategy and Architecture Services Roles and Responsibilities
Application Strategy and Architecture Services Roles and Responsibilities Vendor County
1. Provide the County’s application roadmap X
2. Provide the County’s “as-is” and expected “to-be” application architectures X
for Vendor’s reference
3. Assist the County in application strategy, architecture and planning activities X
and recommend application architecture designs
4. Evaluate and recommend Software technologies, packages, and tools in X
support of County application strategy, architecture and planning
5. Review and approve recommended Software technologies, packages, and X
tools
6. Conduct feasibility studies for the implementation of such new technologies, X
packages, and tools
7. Review and approve results of feasibility studies for the implementation of X
such new Software technologies, packages, and tools
8. Ensure Services delivered under this Schedule are in full compliance with X
County requirements including the IT Strategic Plan, the enterprise
architecture strategy, County IT practices, and County policies and
procedures
9. Manage and approve applications architecture standards and standards X
review process
2.1.2 Planning and Analysis

Planning and Analysis Services are those activities associated with the research of new
or enhanced application development trends and include investigation of opportunities to
improve the efficiency and effectiveness of the County’s applications. The following table
identifies the roles and responsibilities associated with Planning and Analysis Services
that Vendor and the County shall perform.
Date TBDPage 2
Table 2. Planning and Analysis Roles and Responsibilities

Planning and Analysis Roles and Responsibilities Vendor County
1. Assist the County with technical reviews (e.g., capacity and performance X
analysis reviews) as requested by County
2. Perform business liaison function to operational units (e.g., County X
agencies/departments)
3. Participate in business liaison function to operational units X
4. Perform business planning for capacity and performance X
5. Recommend overall systems development life cycle process improvements, X
including those areas for which the County retains responsibility
6. Review and approve Vendor-recommended systems development life cycle X
process improvements
7. Perform annual portfolio analysis to identify and recommend applications X
rationalization, consolidation, retirement, etc.
8. Conduct periodic technical and business planning sessions to establish X
standards, architecture and project initiatives
9. Participate in annual technical and business planning sessions and X
recommend standards, architecture and project initiatives
10. Perform application operational assessments and analyses for capacity and X
performance purposes
11. Perform application security planning and policy development X
12. Recommend potential improvements to application security architecture X
13. Perform application security planning for development/enhancements tasks X
14. Identify and recommend possible product and Software tool enhancement X
opportunities for improved performance and potential cost savings
15. Approve projects to implement product enhancement opportunity X
2.1.3 Project Planning and Management

Project Planning and Management Services are those tasks and activities associated
with initial project planning and preparation as well as project management throughout
the term of the project. Vendor shall follow the County’s project management
methodology and Change Management process in accordance with the Policies,
Standards and Procedures Manual, and shall be responsible for the successful
completion, delivery, testing, and obtaining Acceptance, of all tasks, activities,
milestones, Critical Milestones and deliverables set forth in the detailed project plan. The
following Table identifies the Project Planning and Management Services roles and
responsibilities that Vendor and the County shall perform.
Table 3. Project Planning and Management Services Roles and Responsibilities
Project Planning and Management Services Roles and Responsibilities Vendor County
1. Perform project/subproject cost estimation for a specific scope of work X
using a commercial project estimation tool that can size application projects
and can categorize them by level of effort (e.g., minimal, medium, difficult)
2. Provide project strategy and direction including overall scope and timelines X
Date TBDPage 3
3. Provide project management for the overall project plan, its execution, and X
Services
4. Employ a project management methodology that conforms and/or X

complements the County’s established PMI methodology to initiate, plan,
execute, control, and close projects, in accordance with Software
Development Life Cycle (SDLC) and ITLC processes, or other processes
and methodologies as directed by the County
5. Develop, document and maintain a detailed project plan and update the X
detailed project plan on a periodic basis as defined by the County (e.g.,
monthly, bimonthly, weekly)
6. Review and approve initial Vendor-developed project plan and on-going X

project plan updates; such updates shall not be implemented without the
County’s approval and Acceptance
7. Provide, and review with the County, Vendor project metrics that report on X
Vendor’s accomplishment of SLRs and other measurements (e.g.,
deliverables associated with each project phase, subproject, task, activity,
Critical Milestone and milestone)
8. Review and approve project metrics X
9. Use County-approved project management tools and methodologies, which X

employ a regular reporting mechanism to identify tasks, develop and
present status reports, and identify potential risks and issues
10. Participate, as requested by the County, in technical and business X

planning/governance meetings to establish and communicate key project
decisions related to functional, non-functional and architecture areas
including obtaining County approval of planned and completed
customizations, functional enhancements and architectural decisions
11. Conduct weekly project status meetings in accordance with the project X
communications plan with appropriate Vendor resources, the County
representative and other key County participants as required by the
designated County representative
12. Participate in weekly project status report meetings X
13. Provide written project status reports to the designated County X

representative on a mutually agreed upon frequency, including status
updates of applicable items in the project plan (e.g., the project schedule),
in a format agreed to by the County
14. Execute projects using best practices including standard project life cycle X
activities (e.g., project initiation, planning, execution, control and closure,
and Acceptance)
15. Coordinate all Services, activities and dependencies and serve as the X
single point of contact/interface to the County including coordinating
Vendor, Third Party and County resources ensuring the on-time delivery of
tested/quality-checked deliverables as defined in the project plan
Date TBDPage 4
16. Provide current and complete project documentation via the integrated IT X
Service Management suite
2.1.4 Requirements Definition

Requirements Definition Services are the activities associated with the definition and
assessment of user requirements that are used to determine detailed application design.
The following identifies the roles and responsibilities associated with Requirements
Definition Services that Vendor and the County shall perform.
Table 4. Requirements Definition Roles and Responsibilities
Requirements Definition Roles and Responsibilities Vendor County

1. Provide industry best practice templates, policies and procedures for X
gathering County business requirements
2. Review and approve Vendor’s industry best practice templates, X

policies and procedures for gathering County business requirements
3. Define, gather, refine, prioritize, develop and document the County’s X

business requirements, including the County’s current and “to-be”
business process as required
4. Provide business requirement documents to County for approval X
5. Review and approve business requirement documents X
6. Provide the high-level System technical, non-functional and functional X

requirements which includes performance, integration requirements,
data conversion requirements, migration requirements, reporting
requirements, security requirements including audit and control,
operational requirements and backup and recovery requirements
7. Define and document a plan to develop the detailed component X

functional, non-functional and technical requirements to satisfy the
System requirements including conducting interviews with key County
technical and management leads, group workshops, and surveys as
applicable and approved by the County
8. Review and approve plan for developing detailed component X

functional, non-functional and technical requirements
9. Develop, document, verify and validate the requirements traceability X

matrix to establish the association between system requirements and
business requirements
10. Implement the approved activities to develop detailed component X

functional and technical requirements including performance,
integration, data conversion, migration, reporting, security, operational,
and backup and recovery requirements
Date TBDPage 5
Requirements Definition Roles and Responsibilities Vendor County

11. Conduct the County-approved interviews, group workshops, and X
surveys to develop detailed component functional, non-functional and
technical requirements (including system use cases, business rules,
batch schedules, reports and interfaces) in the timeframe specified by
and with employees approved by County
12. Assist in interviews, group workshops, and surveys to develop detailed X

components functional, non-functional and technical requirements
13. Develop, document, manage and maintain the detailed component X

requirements including detailed functional, non-functional and technical
requirements documents, on an on-going basis
14. Upon County request, conduct an analysis of the value of planned X

functional requirements and generate an impact analysis report to the
County regarding such plans, including affected Systems and
components, and provide the County with alternative design scenarios
and recommendations
15. Contribute business process and data-related knowledge, materials X

and subject matter personnel to support detailed Requirements
Definition documents and deliverables
16. Upon the County’s request and assistance, identify, assess and report X
to County the gaps between COTS application standard business
process/functionality and County’s required business process and
functionality (as described and represented by the County)
17. Participate in the Acceptance review and review and approve the X
detailed component functional and technical requirements documents
18. Review and approve the technical assumptions upon which the X
technical architecture is based
19. Review and approve the Vendor’s documentation of the design of the
functional view of the System-level architecture, requirements X
traceability matrix, and the technical assumptions, along with the plan
for the component design (e.g., review of the System baseline)
2.1.5 Design Specifications

Design Specifications Services are those tasks and activities required to produce design
specifications that meet County System requirements and architectural standards and
identify and describe the most cost-effective implementation solution to meet the
County’s needs. Vendor application design processes and specifications shall
incorporate the County’s requirements and architectural standards into the design,
including application extensibility, maintainability, scalability, availability, performance,
robustness and reliability. The following table identifies the Design Specifications
Services roles and responsibilities that Vendor and the County will perform.
Table 5. Design Specifications Services Roles and Responsibilities
Design Specifications Services Roles and Responsibilities Vendor County
Date TBDPage 6
High-Level (System) Design Activities Roles and Responsibilities
1. Define the System design for developments/enhancements consistent X

with County’s requirements including functional, non-functional,
technical, performance, architecture and security requirements
2. Document to County the System design for X

developments/enhancements consistent with requirements including
functional, non-functional, technical, performance, architecture, and
security requirements
3. Based on Vendor’s System design, provide application X

development/enhancement proposals and/or implementation
proposals with cost and schedule estimates, including all applicable
equipment and support costs
4. Review Vendor’s detailed proposal with estimated cost and schedule X

for application development/enhancement and/or implementation
Services including all applicable equipment and support costs
5. Review Vendor’s high-level design documents, estimated cost and X

proposed implementation schedule; approve Vendor to proceed to
detailed component design stage
6. Develop and document to the County the high-level conceptual and X

logical data model, data flow diagrams, business rules and process
functional descriptions (e.g., user views)
7. Review and approve high-level conceptual and logical data model, X

data flow diagrams, business rules and process functional
descriptions (e.g., user views)
8. Recommend database definition and manipulation requirements for X

applications and developer schemas
9. Define database definition and manipulation requirements for X

applications and developer schemas
10. Review and approve database definition and manipulation X

requirements for applications and developer schemas
11. Recommend and provide data dictionary definitions, data warehouse X

metadata definition, data mapping functions
12. Review and approve data dictionary definitions, data warehouse X

metadata definitions, and data mapping functions
13. Develop use cases, workflows and conceptual and logical data X
models to be developed or implemented that are consistent with
County-approved System functional, non-functional and technical
requirements
14. Document to the County the use cases, workflows and conceptual X
and logical data models to be developed or implemented that are
consistent with County-approved System functional and technical
requirements
Date TBDPage 7
15. Review and approve use cases, workflows conceptual and logical X
data models to be developed, implemented and configured by Vendor
Detail (Component) Design Activities Roles and Responsibilities
16. Assist the County in conducting site surveys, if applicable, for design X
efforts as defined by requirements documents
17. Develop the detailed component designs and specifications to satisfy X

component requirements including hardware components, System
Software, application modules, data stores, interfaces, and associated
operations procedures for the System
18. Document and provide the detailed component designs and X

specifications to satisfy component requirements, including hardware
components, System software, application modules, data stores,
interfaces, and associated operations Procedures for the System
19. Review and approve detailed component designs and specifications X

documentation
20. Document and provide detailed conceptual and logical data models X
including entities, relationships, attributes, normalization, verification
and data dictionary consistent with documented requirements
21. Review and approve conceptual and logical data models and data X
dictionary
22. Develop and document required database configurations X
23. Review and approve required database configurations X
24. Define the related Acceptance Criteria for each element of the X
requirements traceability matrix
25. For each element of the requirements traceability matrix, document to

County the related Acceptance Criteria and test method (i.e., the X
requirements traceability verification matrix)
26. Review and approve the requirements traceability verification matrix X
27. Develop and document application test cases as defined in the testing X
plan (which may include unit, system, regression, load/scalability,
performance, End User, Acceptance testing)
28. Approve application test cases X
COTS Evaluation Roles and Responsibilities
29. Upon County request and as applicable, conduct COTS application X

evaluations to meet County System requirements and component
design specifications
30. Document and recommend to the County COTS package solutions to X

meet County System requirements and design specifications,
including interfaces and applicable integration
Date TBDPage 8
31. Participate in application evaluation demonstrations X
32. Upon County request develop and implement prototype application X

configuration settings and demonstrate support of requirements in
accordance with an In-Scope Service Request
33. Review and approve prototype application configuration settings that X

demonstrate support of requirements
34. Review and approve recommended COTS packages for suitability in X

meeting County System and design requirements
2.1.6 System Environment Acquisition and Installation Services

System Environment Acquisition and Installation Services are those tasks and activities
associated with the evaluation, selection and acquisition and installation of hardware,
ancillary equipment, and System Software that are required for the development, testing,
QA, Acceptance and production environments (the County environments) in conjunction
with Data Center Services. The following table identifies the County System
Environment Acquisition and Installation Services roles and responsibilities that Vendor
and the County will perform.
Table 6. System Environment Acquisition and Installation Services Roles and
Responsibilities
System Environment Acquisition and Installation Services Roles and Vendor County
Responsibilities
1. Specify and document hardware, ancillary equipment, and System X
Software specifications and installation plans required to meet
functional and technical requirements for the development, test, QA,
Acceptance and production environments in accordance with County
architectural and technical standards
2. Review and approve Vendor-specified hardware, ancillary equipment, X

and System Software and installation plans
3. Procure hardware, ancillary equipment, and Software required for X

development, testing, QA, Acceptance and productions environments
4. Coordinate delivery and installation of hardware and System software X
5. Verify installed hardware, ancillary equipment, and software meets X

technical requirements
6. Perform application Software installation and configuration on installed X

hardware and System Software, as requested by the County
7. Provide onsite assistance for application software installation and X

configuration on installed hardware and System Software, as
requested by the County
8. Provide remote assistance for application software installation and X

configuration on installed hardware and System Software, as
requested by the County
Date TBDPage 9
System Environment Acquisition and Installation Services Roles and Vendor County
Responsibilities
9. Perform System tuning analysis during implementation and provide X
recommendations to optimize performance based on analysis results
10. Review and approve System tuning recommendations X
11. Implement approved System tuning recommendations X
12. Review and approve the successful completion of Vendor’s application X

software installation and configuration in accordance with the approved
implementation plan
13. Document as built System environments in accordance with County X

configuration management requirements
14. Review and approve as built System environment documentation X
2.1.7 Programming, Development and Configuration Services

Programming, Development and Configuration Services are those tasks and activities
associated with the programming, development, and scripting of custom-developed
applications or with configuring and customizing commercial off-the-shelf (COTS) or
Third Party products using the resulting information, plans, and decisions from the
activities defined in the prior sections of this SOW, as critical input to this Programming,
Development and Configuration Service. The following table identifies the
Programming, Development and Configuration Services roles and responsibilities that
Vendor and the County shall perform.
Table 7. Programming, Development and Configuration Services Roles and
Responsibilities
Programming, Development and Configuration Services Roles and Vendor County
Responsibilities
Programming/Development Activities Roles and Responsibilities
1. Provide and review with the County the Vendor’s programming and X
development standards and procedures
2. Develop, document to the County, maintain and program application X

module(s) of code consistent with the technical, non-functional and
functional requirements, delivery plans for the related component(s) of
software, within the overall project plan and delivery schedule
3. Review and approve programming and development application X

module(s) delivery schedule
4. Perform all necessary development/enhancement activities, including X

programming, coding, scripting, unit and integration testing,
regression testing, performance testing, and configuring or
customizing of application modules as required to develop and
implement the component requirements, design plans and
specifications
Date TBDPage 10
5. Provide application development/enhancement deliverables X

consistent with County-approved practices, standards and
procedures, formats, content, and approved project standards and
requirements
6. Review, and approve development/enhancement deliverables X
7. Translate application designs and conceptual and logical data models X

into appropriate physical constructs (e.g., schemas, functions, user
interfaces, code) using Vendor’s standard development tools
8. Document and recommend to the County modifications, security and X

performance-enhancement adjustments regarding County’s System
Software and utilities based on County performance and security,
including audit and control requirements
9. Manage all programming and development/enhancement activities X

using industry-standard SDLC methodologies, process management
tools and configuration management procedures
10. Manage all configuration and integration efforts using industry- X

standard software development life cycle methodologies and
Configuration Management Procedures
11. Document application as built configurations in accordance with the X

COTS/Third Party Application(s) Configuration, Integration and Upgrades
12. Perform all necessary application and database configuration and X

integration activities to implement the County-approved design plans
and requirements in accordance with County policies and County
Change Management and Configuration Management procedures
13. Perform all necessary COTS configuration, integration and upgrade X

activities as required
14. Identify, assess and document to the County any required business X
process changes resulting from differences in COTS application
standard processes and current County processes, to avoid
application customization and to promote the use of application-
standard functionality
15. Review and approve documented business process changes resulting X

from differences in COTS application-standard processes and County
processes
16. Configure System Software and utilities for optimum System X

performance
17. Manage all configuration and integration efforts using industry- X

standard SDLC methodologies and the Configuration Management
Procedures
18. Document application as built configurations in accordance with the X

Date TBDPage 11
19. Review and approve application configuration as built documents X
2.1.8 Application Testing Services

Application Testing Services are those tasks and activities associated with ensuring that
the individual program components work properly, work together properly, work in the
County environments and function as specified, at the required performance levels,
including interfaces to other applications as stated in the requirements documents. The
following table identifies the Application Testing Services roles and responsibilities that
Table 8. Application Testing Services Roles and Responsibilities
Application Testing Services Roles and Responsibilities Vendor County

1. Develop, document and maintain an application test plan including a X
plan for unit testing, end-to-end testing, stress testing, performance
testing, regression testing, integration testing, functional testing,
quality assurance (QA) testing, security testing and End User
Acceptance testing (UAT) and Acceptance Criteria for Acceptance by
the County
2. Review and approve, the application test plan X
3. Document test cases, required test scripts, and required test data to X
meet the application test plan requirements
4. Review and approve test cases, test scripts, and required test data X
5. Prepare test scripts required for test cases as required by the X
County-approved application test plan
6. Prepare test data and test scripts required for all other test cases as X
required by the County-approved application test plan
7. Review and approve the application test environment, test scripts, X
and data sets to be used in testing activities as set forth in the
County-approved application test plan
8. Perform application testing including unit testing, end-to-end testing, X
stress testing, performance testing, regression testing and document
the results to County, using industry standard methodologies for the
testing process and in accordance with the procedures and County
policies
9. Perform QA testing as required by the County X
10. Manage, identify, classify, and document to the County any X
application defects, errors and missed requirements found as a result
of application testing, including errors/defects introduced through
Vendor code development, Vendor application configuration and
implementation, or through Third Party Software supplier errors/bugs.
Such documentation of errors/defects shall include Vendor’s
recommendations for Resolution of such errors/defects to Closure
11. Review and approve recommendations for the Resolution of X
errors/defects found during the testing process for Vendor
implementation, Resolution and Closure
Date TBDPage 12
Application Testing Services Roles and Responsibilities Vendor County

12. Resolve application defects, errors and unmet requirements found as X
a result of application testing in accordance with County approvals
including correcting Vendor-developed code, correcting Vendor
configuration and/or coordinating the Level 3 escalation process to
the Third Party Software supplier. Such Resolution shall include
retesting. Resolution to Closure shall be at no additional cost to the
County
13. Assist with End User Acceptance testing as required by the County X
14. Document and provide to the County for approval the application X
testing and application retesting results
15. Review and approve application testing and retesting results X
16. Document to County the planned requirements traceability matrix X
which shall reflect all elements of the development test plan
17. Review and approve the Vendor-planned requirements traceability X
matrix
18. Populate, update and maintain the requirements traceability matrix X
on an on-going basis during Acceptance testing until all requirements
have been met and the project plan is accepted. Updates shall be
performed by Vendor upon the completion of each test activity with
the test results. Provide such updated requirements traceability
matrix to the County at least on a weekly basis, upon any Vendor
update to the traceability matrix, or upon request by the County
19. Demonstrate requirements traceability, by scheduling and reviewing X
with the County the completed traceability matrix to verify that all
County requirements as specified in the requirements and design
documents have been satisfied and, if not satisfied, document and
present a plan to Resolve and Close. Review with the County the
Acceptance Criteria and the results
20. At the County’s discretion, conduct, or cause a Third Party to X
conduct, selective or random independent testing including
independent verification and validation testing and independent QA
testing
21. Support Third Party independent testing including independent X
verification and validation testing and independent QA testing;
perform remediation as required
22. Review Acceptance Criteria and upon County approval provide that X
Conditional Acceptance testing is complete
2.1.9 Implementation and Migration Services

Implementation and Migration Services are those tasks and activities associated with the
installation and migration of new and/or upgraded application components to the test,
acceptance, QA, pilot or production environments (the County environments). The
following table identifies the Implementation and Migration Services roles and
responsibilities that Vendor and the County shall perform.
Table 9. Implementation and Migration Services Roles and Responsibilities
Implementation and Migration Services Roles and Responsibilities Vendor County
Date TBDPage 13

1. Conduct pre-installation site surveys, including validation of site- X
specific functionality as defined in the requirements document(s)
2. Define and document to County the System X
implementation/migration plan to be performed by Vendor, the
turnover requirements, and instructions for each
migration/implementation to the production environment. Such plan
shall include the identification of any element(s) of the
implementation/migration plan which specifies the deployment of
applications and platform environment(s) in all County locations as
defined in the requirements document(s) and the related
responsibilities for all tasks and activities in all such locations
3. Approve System migration/implementation plan, turnover X
requirements and instructions, including all effected geographies
and resource requirements
4. Install and configure required application components and required X
hardware items, components, peripherals and System management
tools to operate and support the pilot or production environments in
accordance with the County-approved implementation/migration
plan
5. Verify and document to the County that the required application X
components and hardware items, components, peripherals and
System management tools are operating in accordance with County-
approved specifications and requirements
6. Review and approve Vendor’s documentation and that required
application components and hardware items, components,
peripherals and System management tools are operating in X
accordance with County-approved specifications and requirements
7. Coordinate deployment and support activities as directed by the X
County in accordance with the County-approved
implementation/migration plan
8. Migrate the System from current (as-is) System to new (to-be) X
System using the County-approved implementation/migration plan,
scripts, and tools
9. Develop and document to the County the detailed go-live support X
plan
10. Review and approve the go-live support plan X
11. Determine the requirement for, and then perform, tests as the X
County deems applicable for the implementation/migration and
verify and validate all functionality. Document and resolve any
problems
12. Review and approve the implemented/migrated System X
13. Develop, document, and provide System steady state support X
documentation and all other documentation necessary to operate
and support the application including administration documentation
System installation, support, configuration, and tuning manuals,
System back-up and recovery procedures, and release notes
Date TBDPage 14

14. Review and approve System steady state support documentation X
and all other documentation necessary to operate and support the
application
15. Perform operational readiness review X
16. Approve production implementation go/no-go decisions X
17. Provide go-live support as defined in the County-approved go-live X
support plan including ensuring availability of Vendor application and
infrastructure specialists
18. Provide System steady state support X
2.1.10 Conversion and Migration Planning and Preparation Services

Conversion and Migration Planning and Preparation Services are those tasks and
activities associated with the assessment and planning, mapping, scripting and testing of
the conversion and/or migration from the current County Systems to newly developed or
implemented Systems (e.g., system or application upgrades). The following table
identifies the Conversion and Migration Planning and Preparation Services roles and
responsibilities that Vendor and County shall perform.
Table 10. Conversion and Migration Planning and Preparation Services Roles and
Responsibilities
Conversion and Migration Planning and Preparation Services Roles Vendor County
and Responsibilities
1. Assess the existing (as is) System (which herein has the meaning of X
Software, hardware, code, functionality, and/or data) against the end
state (to be) System, and develop, document to the County, and
maintain a detailed conversion/migration plan consisting of the end-
to-end process for conversion and migration (from the as is to the
to be states) including the System analysis, System mapping, script
development, automated conversion tool implementation or
development, identification of manual conversion requirements,
testing, System preparation, System staging, business impact
analysis, back-out planning, the communication plan, and migration
schedule. Such System conversion/migration plan shall include
Vendor’s plan to validate that such conversion/migration was
successful
2. Review and approve the detailed System conversion/migration plan X
3. Develop and document System mapping from current System to X
end-state System based on requirements and County-approved
conversion/migration plan
4. Identify and document System elements which cannot be X
converted/migrated through the automated tools and develop a plan
to achieve System conversion/migration through alternative means
(e.g., manual conversion/migration)
5. Review and approve mapping and plan for converting/migrating X
System elements which cannot be converted through automated
tools
Date TBDPage 15
Conversion and Migration Planning and Preparation Services Roles Vendor County
6. Develop and provide System conversion/migration scripts and tools X
to automate the conversion process based on the documented
System map and County requirements
7. Conduct System conversion/migration testing using Vendor’s X
validation process, and document and provide testing results to the
County
8. Conduct System conversion/migration re-testing until requirements X
are met
9. Review and approve conversion/migration testing and retesting X
results
2.1.11 Software Configuration Management

Software Configuration Management are those tasks associated with the identification
and maintenance of system components and the relationships and dependencies among
them. Such activities include:
n Automatic capture and storage of application-to-component and
component-to-component relationships
n Maintenance of the history of those relationships and transformations
required to appropriately manage and document (e.g., source control,
version control, profiles, security plans) configuration changes affecting the
application and its processing environment
The following identifies the roles and responsibilities associated with Software
Configuration Management services that Vendor and the County shall perform.
Table 11. Software Configuration Management Roles and Responsibilities
Software Configuration Management Activities Roles and Responsibilities Vendor County

1. Define configuration management policies and procedures consistent with X
the SEI CMM Software Configuration Management Key Process Area
(KPA)
2. Review and approve configuration management policies and procedures X
3. Perform configuration management activities throughout the development X
life cycle
4. Provision and maintain appropriate Software configuration management X
tools (e.g., source code repository, version control software, build
automation, release/deployment integration)
5. Review configuration management results X
2.1.12 Application Change Management Documentation Services

Application Change Management (ACM) Documentation Services are those tasks and
activities in addition to the Change Management Procedures which are required to
appropriately manage, track and document Changes to the application(s) and any of the
constituent components being developed, implemented and supported in maintenance
activities. These include the following:
Date TBDPage 16
n Library Management — The classification, control, tracking and storage of the

physical components of an application
n Version Control — The maintenance, tracking and auditing of modifications to
application components over time, facilitating the restoration of an application to prior
development stages and/or releases of software (version, release, patches, fixes,
upgrades, whose numbering shall be in accordance with Appendix 2E.1 for Vendor
Software numbering standards)
n Document Turnover Management—The documentation of the history of changes to
the software, its support personnel and process (e.g., diary entries for everything that
happens to the application through its life cycle) as it is promoted through the
different phases of the life of the application (e.g., development, unit test, system
test, acceptance test, QA, pilot, and production), including management of the
approval process, production go-live (e.g., when it was Accepted, by whom, support
provided by Vendor, key contacts), and Software migration control (e.g. business
controls, testing, Acceptance). Such documentation is to be integrated into the IT
Service Management suite and/or stored in a County database as designated by the
County
The above process shall conform to the County-approved Change Management

procedures which shall include County-approved and documented ACM procedures that
define the documentation, tracking systems and approval levels necessary to authorize
Changes (e.g., a change to the scheduled end date for a particular Deliverable). The
following table identifies the ACM Documentation Services roles and responsibilities that
Table 12. Application Change Management Documentation Services Roles and
Responsibilities
Application Change Management Documentation Services Roles Vendor County

1. Recommend Vendor’s standard Application Change Management X
policies and procedures
2. Review and approve the Application Change Management policies X
and procedures
3. Assist County in documentation and communication of Application X
Change Management policies and procedures
4. Document and review with the County the proposed application X
release plan and schedule with respect to application
development/enhancement not owned and driven by the County
5. Review the application release plan and schedule for application X
deployment for Software not owned by County
6. Participate in the County’s release scheduling process to enable the X
Vendor to appropriately plan resources
7. Manage documentation of changes to the underlying application X
environment via use of library management, version control and
turnover management
Date TBDPage 17
Application Change Management Documentation Services Roles Vendor County

8. Perform approved Application Change Management Documentation X
Services activities throughout the development, implementation and
maintenance life cycle in accordance with County policies, standards
and procedures including the results of Change impact analysis
documents
9. Review and approve System change documentation before X
production implementation
2.1.13 Training and Knowledge Transfer Services

Training and Knowledge Transfer Services are those tasks and activities associated with
training County technical staff and End Users for the purpose of supporting the System
and fully utilizing the functions and features of the applications through formal classroom
training and informal methods during development/enhancement and/or implementation
activities. The following table identifies the Training and Knowledge Transfer Services
roles and responsibilities that Vendor and the County shall perform.
Table 13. Training and Knowledge Transfer Services Roles and Responsibilities
Training and Knowledge Transfer Services Roles and Responsibilities Vendor County
1. Develop, document to County and maintain a Training and Knowledge X
Transfer Plan
2. Review and approve the Training and Knowledge Transfer Plan X
3. Provide technical training assistance and knowledge transfer to County X
support personnel during all application life cycle activities
4. Develop, document and provide customized System technical and X
administration training materials as requested by the County
5. Assist with customization of application and technical training materials X
6. Develop, document and provide customized System functional End User X
training materials as requested by the County
7. Assist with customization of End User training materials X
8. Review and approve all training materials content and all plans to perform X
formal training
9. Provide System technical and administration training as required by the X
County including formal classroom training, one-on-one training, remote
online training or other County-approved training methods
10. Provide System functional training as required by the County including train- X
the-trainer training, direct End User training, formal classroom training, one-
on-one training, remote online training or other County-approved training
methods
11. Create and maintain County training instances of the System as requested X
by County
12. Provide Service Desk personnel training as requested by the County X
13. Develop, document and maintain Service Desk dialogue scripts and X
knowledge database entries as requested by the County
2.1.14 Documentation Services
Date TBDPage 18
Documentation Services are those tasks and activities associated with developing,
revising, maintaining, reproducing, and distributing project deliverables in hard copy and
electronic form, as requested by the County. The following table identifies the
Documentation Services roles and responsibilities that Vendor and the County shall
perform. All documentation that Vendor shall provide to the County is a deliverable.
Table 14. Documentation Services Roles and Responsibilities
Documentation Services Roles and Responsibilities Vendor County

1. Recommend project documentation formats and content for Application X
Services deliverables in accordance with industry standards including
CMMI-SW software project best practices, IEEE documentation standards
(e.g., metrics reports on defects during steady state, mean time to failure
reports)
2. Review and approve proposed documentation formats and content X
3. Recommend the document control procedures including distribution, X
document numbering, version control, and naming standards to be used to
perform the Services
4. Review, update as required, and approve the document control procedures X
5. Develop and deliver documentation in accordance with County-approved X
formats, content, and document control procedures
6. Review and approve documentation X
2.2 Application Warranty Services

Application Warranty Services are those tasks and activities associated with repairing
errors/defects for Vendor-developed applications, application enhancements and
Vendor-implemented COTS/Third Party software. Application Warranty Services include
remediating any performance issues or security concerns.
All Vendor deliverables (including application software, configurations, maintenance

releases, fixes, documentation and training material) are to be under warranty for a
minimum of six (6) months from the date of the County’s Acceptance of such deliverable
at no additional cost to the County.
Application Warranty Services include any tasks and activities necessary to Resolve
errors/defects in deliverables including those to enable Vendor-developed or
implemented applications and enhancements to perform in accordance with the
documented specifications and documented operational functionality, and shall include
the applicable life cycle services and responsibilities contained in Section 2.1 above.
Full correction of deliverable errors/defects is to be completed by Vendor unless

otherwise approved by the County, and the corrective action shall be appropriately
tested to verify that no regression errors are introduced. Full correction shall mean that
Vendor shall Resolve such deliverable errors/defects to Closure and ensure that such
error/defect shall not recur. Vendor will provide monthly reports showing the amount of
work conducted under warranty (number of defects and hours to correct).
Date TBDPage 19
2.3 Application Maintenance Services Roles and

Responsibilities
Application Maintenance Services are those activities associated with repairing defects
and developing minor enhancements (fewer than 150 person-hours) for production
application systems. Application Maintenance Services include the following activities:
n Repairing and correcting application errors and defects

n Developing approved enhancements (e.g., functions, reports, interfaces, databases)
n Implementing and testing COTS applications and upgrades
n Implementing approved System and application configuration Changes through
application and configuration tools (e.g., COTS application configuration tools)
n Resolving Incidents and Problems escalated from the Service Desk to Level 2
support for production systems
n Coordinating with other Third Parties and the County to Resolve application Incidents
and Problems
n Conducting Level 2 Services for all System components required for the functioning
of applications according to the County’s requirements including application
interfaces, System Software and middleware
n Implementation of application installs including support of upgrade activities and
patch installation per the life cycle activities described in Section 2.1 as applicable
Vendor will provide monthly reports showing the amount of work conducted under
warranty (number of defects and hours to correct).
Application Maintenance Services include all life cycle support activities described in
Section 2.1 above as applicable. Additionally, Application Maintenance Services consist
of the services described in the following subsections.
2.3.1 Corrective and Emergency Maintenance

Corrective and Emergency Maintenance Services are those tasks and activities
associated with the Resolution of errors, defects, Incidents and Problems to Closure to
enable applications and databases that are in production to provide the required
functionality and to meet SLRs. Full recovery of the application(s) is to be completed
unless otherwise approved by the County. Corrective and Emergency Maintenance
Services includes Resolving:
n Infrastructure errors
n System errors
n Data errors
n Logic errors
n Design errors
n Coding errors
n Configuration errors
2.3.2 Preventive Maintenance

Preventative Maintenance covers events, which if not addressed proactively, could
impact applications in production, such as:
Date TBDPage 20
n Managing System capacity to accommodate changing business volumes

n Implementation of application patches and service packs including those that are
Vendor-developed or provided by Third Party suppliers
n Proactive System (including application, transaction and database) performance
monitoring and tuning
n Proactive review of system monitoring reports, including utilization, memory capacity,
bandwidth
n Proactive archiving
n Pre-production application testing including testing for special events
2.3.3 Adaptive Maintenance

Adaptive Maintenance Services are those tasks and activities associated with
proactively ensuring that application performance is not affected by Changes to
interfacing applications, new applications or packages and technical environment
Changes, which if not addressed proactively could impact applications in production,
including:
n Upgrades, patches and modifications of supporting System software including
operating system, utilities and middleware
n New/changed equipment
n Interface Changes
n Hardware and software configuration Changes
n Regulatory and County-mandated Changes
n Changes in data format
2.3.4 Perfective Maintenance

Perfective Maintenance Services are the tasks and activities associated with ensuring
that applications operate at peak efficiency, including:
n General performance tuning including System Software tuning

n Capacity and utilization monitoring and management including CPU utilization,
memory, storage and connectivity
n Application response time monitoring and management
n Archiving, backup and data management
n Database performance tuning
2.3.5 Block Point Releases

Block Point Release refers to a set of activities associated with software (by application)
release planning (e.g., prioritization with end-user, technical team co-ordination) and
execution of software maintenance activity (e.g., development, testing and deployment)
into releases, as approved by the County. Software version control, both electronic and
manual, and Release Management activities are included. Regularity of releases could
vary depending upon size and urgency of individual changes and risk mitigation. The
Vendor shall develop an ongoing process for the implementation of a twelve (12) month
rolling application release timetable (with an associated variation mechanism for
emergency deployments and time-critical releases). The ongoing process and the twelve
(12) month rolling timetable for each application are to be approved by the County.
2.3.6 Enhancement Request Services
Date TBDPage 21
Enhancement Request Services include, but are not limited to, the following: (i) County-
approved Minor Enhancements to meet functional, non-functional, technical, regulatory
or data requirements; (ii) Minor Enhancements identified by Root Cause Analysis; (iii)
application and testing of Third Party software updates or hardware upgrades; and (iv)
new reports or reporting restatements due to realignments.
Vendor will estimate, plan and manage Minor Enhancements in accordance with this
Schedule.
The following table identifies Enhancement Request roles and responsibilities that
Table 15. Enhancement Request Services Roles and Responsibilities
Enhancement Request Services Roles and Responsibilities Vendor County

1. Serve as primary interface to End Users in identifying and X
documenting Service Requests, unless otherwise agreed upon by the
County and Vendor for particular application areas
2. Determine approximate estimates of effort and schedule, for X
completion of the service request
3. Manage any backlog of small enhancement requests X
4. Report status on approved service requests from approval through X
implementation
5. Define testing requirements X
6. Complete approved service requests; perform testing and QA X
7. Complete requests which meet requirements, within committed X
timeframes and effort estimates
8. Communicate changes to End Users X
2.4 Service Monitoring, Reporting and Review Services Roles

Service Monitoring, Reporting and Review Services are those activities associated with
reporting on Problem and Incident activity, Minor Enhancement activity, and tracking
Service delivery against SLR metrics.
The following table identifies the underlying roles and responsibilities associated with
Service Monitoring, Reporting and Review activities that Vendor and the County shall
perform.
Table 16. Service Monitoring, Reporting and Review Roles and Responsibilities
Service Monitoring, Reporting and Review Roles and Responsibilities Vendor County
1. Provide weekly status reviews with County application manager X
counterparts to discuss Incident activity, enhancement work (including
backlog and new requests), planning and issue Resolution
2. Design and implement metrics and performance reports X
3. Review and approve performance data collection methods and reports X
Date TBDPage 22
Service Monitoring, Reporting and Review Roles and Responsibilities Vendor County
4. Provide monthly status reviews including reporting depicting X
performance against each Service Level Requirement, with trends and
summary view
5. Report on average defect correction time by Priority Level and other X
metrics which describe delivery of Incident and Problem Management
Services
6. Provide mutually agreed upon reports monthly that capture service X
request demand and measure the ability to satisfy demand
7. Provide mutually agreed upon reports that represent general health of X
environments (e.g., patches not yet applied) as well as reports that
represent demand fulfillment in end customer terms (e.g. defect
corrections/change requests that have slipped against commitment,
backlogged defects/change requests, Priority 1, 2, and Priority 3
defects)
8. Provide and maintain an electronic copy of the applications inventory X
supported in the integrated IT Service Management suite
9. Provide any other mutually agreed upon reports such as those which X
track continuous improvement activities
10. Provide the County with a copy of, or access to, any Vendor-supplied X
documentation (including updates thereto) via the integrated IT Service
Management suite
11. Provide usage accountability (in terms of effort/cost attributed to County X
business areas/applications) to facilitate the County’s internal charging
process
12. Provide service request response time management reports (including X
a trend line) for new development work that reflects time to provide time
and cost estimates
13. Report on average defect response time by Priority Level X
3.0 Service Environment

3.1 Scope of the Infrastructure to be Supported
The following sub-sections and related SOW Appendices further describe and scope a
number of Services elements to be supported/complied with by the Vendor. These
service environment appendices are to be continually maintained by the Vendor as new
Vendor services and environment components are added and as removed, reviewed
with the County, and updated by the Vendor and made available to the County on a
quarterly basis.
3.1.1 Applications to be Supported

All existing County applications, programs, and databases included in the scope of this
agreement are detailed in Appendix 2E.1 – County Applications, Programs and
Databases.
Date TBDPage 23
4.0 Service Level Requirements

4.1 Objectives
A key objective of this outsourcing agreement is to attain Service Level Requirements
(SLRs). Service Level Requirements are specified with fee reductions where business is
impacted through Vendor’s failure to meet significant mission critical systems or
services, or where failure to meet project milestones or objectives warrants a reduction
in fees paid when service performance requirements are not met. SLRs are detailed in
the following sections.
Vendor shall provide written reports to the County regarding Vendor’s compliance with
the SLRs specified in this SOW Schedule.
4.2 Service Level Requirements (SLRs)

The following SLRs are required at the end of the transition period. Vendor must
consistently meet or exceed the following SLRs. SLRs associated with fee reductions
are detailed in Schedule 4 - Fee Reductions. SLR performance shall be calculated
based on measurements taken over the indicated Measurement Interval and reported to
the County based on the Reporting Period. SLR Fee Reductions for SLRs with multiple
Measurement Intervals within the Reporting Period shall be calculated as defined in
Schedule 4 – Fee Reductions. All times referenced are in Pacific Time.
Table 17. Application Development SLRs
Application Development Service Level Requirements

Minimum Performance % Measure
Performance
Service Type Service Measure -ment
Target Interval
Project Estimation
Methods and
Target 100% of projects Monthly
Tools Used for 100%
Cost and Schedule
Project Estimation
(actual cost vs. Target Cost Actual Estimate Actual - Not more than +/- 10% Monthly
estimated cost) of estimate
Deliver proposal
Service Requests Target Time <3 days Monthly
within target time
95%
Milestone Completion of
Completion – milestones by
Completion Date Weekly
Milestones on the scheduled 100%
Critical Path completion date
Milestone Completion of
Completion – All milestones by
Completion Date Weekly
Milestones NOT on scheduled 95%
Critical Path completion date
Project
Functional Scale-based 4.5 or higher on a
Completi
Requirements Met Opinion Survey 5.0 point scale 95% on
Date TBDPage 24
Application Development Service Level Requirements

Minimum Performance % Measure
Performance
Service Type Service Measure -ment
Target Interval
Performance = Transactions completed within required
Formula
time/Total Transactions
Reporting Interval Monitor Continuously, Report Monthly
Measurement Tool [Specify monitoring and reporting tool(s) to be used]
Table 18. Application Maintenance SLRs
Application Maintenance Service Level Requirements

Minimum Performance %
Service Type Service Measure Performance Target
Service Requests Deliver proposal within

(Minor Enhancements)
Delivery Reply <10 Business Days
target time
98%
Service Request Completion of milestones
Milestone Completion Date by scheduled completion
Completion date 100%
< 10% of estimate or 15

Service Requests Actual vs. Estimated
hours over estimate,
Performance Hours 95%
whichever is larger
As defined by the County
Availability of
Availability per application as set forth
Qualified Staff 100%
in Appendix 2E.1
Less than 1 rework
Quality Rework Rate instance per 20 changes
into production 99%
Level 2 Compliant with

SEI/CMM Level Target Level
Level 3 Characteristics 100%
Formula TBD
Reporting Interval Monitor Continuously, Measure and Report Monthly
Measurement Tool TBD
4.3 Customer Satisfaction

Customer satisfaction is a subjective rating obtained through a combination of periodic
End User or other customer surveys and any feedback from follow-up calls.
The County and the Vendor shall establish a Service Level linked to customer
satisfaction using a mutually agreed upon survey, which can be facilitated by a third
party and designed with County and Vendor input. In designing the survey, the Parties
shall consider surveying sections of the population throughout the year. For example,
the survey could be sent monthly to a statistically valid percent of the County population.
Date TBDPage 25
The Vendor shall supply to County semi-annual reports of customer satisfaction,

integrating the results of ongoing customer satisfaction surveys. Upon delivery of each
such report, the Parties shall meet to jointly identify any areas of customer
dissatisfaction.
The Vendor will implement the customer satisfaction improvement projects in

accordance with the project plans, and report on their progress, in terms of on time and
on budget, on a quarterly basis. Each year the Parties will review the Vendor’s
performance on the customer satisfaction projects that have been delivered and their
impact to End User satisfaction.
Table 19. Customer Satisfaction
Customer Satisfaction
Customer Satisfaction Service Measure Performance Target SLR
Overall Satisfaction with Satisfaction Level All surveyed County 90.0%
Application personnel very satisfied
Management Services or satisfied with services
Formula Sum of survey result from each participant/Total
number of participants responding to Scheduled
Survey
Measurement Interval Measure Quarterly, Report Quarterly
Measurement Tool TBD
4.4 Reports
Vendor shall provide written reports to the County regarding Vendor’s compliance with
the SLRs. In addition, the following reports are required:
Table 20. ADM Services Reports
Description Timing
TBD with selected Vendor
5.0 Referenced Documents

Document Description
2E.1 County Applications, Programs and Databases
Attachment A SOW Definitions
Schedule 3 Fees
Schedule 4 Fee Reductions
Date TBDPage 26

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COUNTY OF ORANGE, CA

Schedule 2E—Application Development and Maintenance Services SOW

APPLICATION DEVELOPMENT AND MAINTENANCE

This is Schedule 2E (Application Development and Maintenance Services) to the

1.0 Services Overview

Application Development/Enhancement Services - Activities associated with software

Application Warranty Services - Activities associated with repairing errors/defects for

Application Maintenance Services - Activities associated with repairing application

1.1 Service Objectives

2.0 Application Development and Maintenance

2.1.2 Planning and Analysis

Table 2. Planning and Analysis Roles and Responsibilities

2.1.3 Project Planning and Management

4. Employ a project management methodology that conforms and/or X

6. Review and approve initial Vendor-developed project plan and on-going X

8. Review and approve project metrics X

9. Use County-approved project management tools and methodologies, which X

10. Participate, as requested by the County, in technical and business X

12. Participate in weekly project status report meetings X

13. Provide written project status reports to the designated County X

2.1.4 Requirements Definition

Requirements Definition Roles and Responsibilities Vendor County

2. Review and approve Vendor’s industry best practice templates, X

3. Define, gather, refine, prioritize, develop and document the County’s X

4. Provide business requirement documents to County for approval X

5. Review and approve business requirement documents X

6. Provide the high-level System technical, non-functional and functional X

7. Define and document a plan to develop the detailed component X

8. Review and approve plan for developing detailed component X

9. Develop, document, verify and validate the requirements traceability X

10. Implement the approved activities to develop detailed component X

Requirements Definition Roles and Responsibilities Vendor County

12. Assist in interviews, group workshops, and surveys to develop detailed X

13. Develop, document, manage and maintain the detailed component X

14. Upon County request, conduct an analysis of the value of planned X

15. Contribute business process and data-related knowledge, materials X

2.1.5 Design Specifications

Design Specifications Services Roles and Responsibilities Vendor County

High-Level (System) Design Activities Roles and Responsibilities

1. Define the System design for developments/enhancements consistent X

2. Document to County the System design for X

3. Based on Vendor’s System design, provide application X

4. Review Vendor’s detailed proposal with estimated cost and schedule X

5. Review Vendor’s high-level design documents, estimated cost and X

6. Develop and document to the County the high-level conceptual and X

7. Review and approve high-level conceptual and logical data model, X

8. Recommend database definition and manipulation requirements for X

9. Define database definition and manipulation requirements for X

10. Review and approve database definition and manipulation X

11. Recommend and provide data dictionary definitions, data warehouse X

12. Review and approve data dictionary definitions, data warehouse X

Detail (Component) Design Activities Roles and Responsibilities

17. Develop the detailed component designs and specifications to satisfy X

18. Document and provide the detailed component designs and X

19. Review and approve detailed component designs and specifications X

22. Develop and document required database configurations X

23. Review and approve required database configurations X

25. For each element of the requirements traceability matrix, document to

26. Review and approve the requirements traceability verification matrix X

28. Approve application test cases X

COTS Evaluation Roles and Responsibilities

29. Upon County request and as applicable, conduct COTS application X

30. Document and recommend to the County COTS package solutions to X