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Home My WebLink AboutCAG2019-479 - Change Order - #1 - Collaborative Solutions, LLC - Project 49727 - CVS Service Delivery Enablement/Additional Lean-On Hours - 12/01/2021ApprovalOriginator:Department: Date Sent:Date Required: Mayor or Designee Date of Council Approval: Grant? Yes No Type:Review/Signatures/RoutingDate Received: City Attorney: Comments: Date Routed: Mayor’s Office City Clerk’s OfficeAgreement InformationVendor Name:Category: Vendor Number:Sub-Category: Project Name: Project Details: Agreement Amount: Start Date: Local Business? Yes No* Business License Verification: If meets requirements per KCC 3.70.100, please complete “Vendor Purchase-Local Exceptions” form on Cityspace. Yes In-Process Exempt (KCC 5.01.045) Notice required prior to disclosure? Yes No Contract Number: This form combines & replaces the Request for Mayor’s Signature and Contract Cover Sheet forms. (Print on pink or cherry colored paper) Visit Documents.KentWA.gov to obtain copies of all agreementsadccW22373_1_20 Budget Account Number: Budget? Yes No Dir Asst: Sup/Mgr: Dir/Dep: rev. 20210513 FOR CITY OF KENT OFFICIAL USE ONLY Agreement Routing Form For Approvals, Signatures and Records Management (Optional) Basis for Selection of Contractor: * Memo to Mayor must be attached Termination Date: Authorized to Sign: OK 12/9/2021 City of Kent Change Order Nov 17, 2021 Proprietary & Confidential 1 Project Change Order This change order form is used for requesting, documenting and approving changes to the Workday deployment including but not limited to: changes to project scope; changes for a major configuration element; project timeline/schedule changes; integration specifications changes; addition of resources; or any other deliverable change from the originally planned Workday deployment. Summary Customer: City of Kent SOW/Project Name: Parent Project: PROJ_49727/City of Kent – HR/Pay – Phase 1 to CVS Lean On New Project: City of Kent – HR-Pay-Phase 1 to CVS Lean On CO1 Silver SDE Change Order #: C01 Project Manager (Customer): Annette Pape, City of Kent Project Sponsor (Customer): Kari Endicott, City of Kent Engagement Manager (CS): Chad Haught, Collaborative Solutions Acceptance Due Date: 11/30/21 Change Type: Other (detail in request description) Impact Assessed by: Russell Parker, Client Partner Priority: Medium Billing Bill separately under new project Contract Line Type Fixed Fee Is new PO# required? No new PO# needed Request Description This will add scope of SDE Silver items in the table below. It will extend the End Date of the project to 1/31/2023. The Effort and Cost table is added below as well to define the hours and cost as well as billing by quarter. Continuous Value Services (CVS) Service Delivery Enablement - Silver Package Client Experience Management Activity Functional Scope/Support Activity Detail City of Kent Change Order Nov 17, 2021 Proprietary & Confidential 2 Portfolio Management •Service delivery management •Metric and usage reporting •Ticket management and Escalation Management •Change Orders and enhancement requests •High touch personalized engagement mutually defined with Client •Quarterly initiative check-ins and Semi-Annual Account Reviews •Ongoing leadership oversight •Partnership for future initiatives and road-mapping •Bi-weekly Financial Reporting Architect Support •Cross functional assessment and advisory support •Best practice assurance •Configuration assistance “24 x 7” Global Support •“24 x 7” Support for Severity One (1) cases (as further detailed below) Workday Support Services Activity Functional Scope/Support Activity Detail Lean-On Hours •Lean-On support hours* or cross functional advisory Services hours for both planned and unplanned tasks such as the following: •Workday Support and Troubleshooting •New Functionality Review and Configuration Support as needed •Reporting and Integrations •Workday Solution Optimization •Knowledge Transfer •Organizational Change and Training (OC&T) Post-Production Services *The specific number of Lean-On support hours are included in the Pricing section of this CO. Note: Strategy hours/consulting may be used. A rate conversion will need to occur. Release Management Services Activity Functional Scope/Support Activity Detail Release Management •Release Preparation Guide •Feature Manual •Detailed Showcase •Audit Reports •Release Review for one (1) module Reporting and Integrations Management Services Activity Functional Scope/Support Activity Detail Workforce Analysis Dashboard  •Provide an executive workforce analysis dashboard City of Kent Change Order Nov 17, 2021 Proprietary & Confidential 3 Integrations Support •CSLLC to offer an annual Integrations Health Check across all of Client’s integrations. The integrations will be reviewed for efficiency and to ensure they are functioning properly. •Integrations Dashboard •Integrations Dashboard? Advisory and Optimization Services Activity Functional Scope/Support Activity Detail Workday Roadmap Planning and Strategy •Joint prioritization of roadmap items based upon availability of resources and goal alignment •Deploying adoption planning functionality and loading backlog items to Workday •Reporting to support adoption planning activities Governance Model Workshop •A two (2) hour overview of the importance of having a robust three (3) sphere governance model, with clearly defined goals and roles and responsibilities •During the workshops, the Client will be provided examples of recommended Workday Responsibility Assignment Matrix (RACI) chart for Human Resources (HR) and Information Technology (IT) around key functions, including but not limited to, release management, configuration updates, security, data and reports and analytics •The Client will also receive a decision-making framework and sample process flows for typical production requests User Adoption and Reinforcement •User adoption diagnostic and results •End user adoption and sustainment white paper •Top Ten (10) Workday delivered reports for adoption and remediation •Client consult on individual diagnostic results Annual Event Planning •Guidebooks to support Affordable Care Act (ACA), Open Enrollment, Year End, Advanced Compensation, and Talent and Performance •One (1) personal module review for one (1) Workday module of the Client’s choosing Tenant Analysis and Plan (TA&P) •Provide analysis on one (1) module within a tenant e.g., HCM, Recruiting Business Purpose / Reason for Change Change is for the client to extend their support package and increase utilization hours and scope items Impact Assessment Project Activities Affected: Package details are described above table Continuous Value Services (CVS) Service Delivery Enablement – Silver Package Deliverables Affected: See above table Continuous Value Services (CVS) Service Delivery Enablement – Silver Package Dana Ralph Mayor 12/14/2021 City of Kent Change Order Nov 17, 2021 Proprietary & Confidential 5 Appendix A – Support Levels and Location Issue Resolution Support for Existing Configuration: As issue requests are received, CSLLC will: a.Provide Tier Zero (0), Tier One (1) & Two (2) support, which will be provided by CSLLC’s Global Delivery Center (GDC) located in Manila, Philippines. Tier Three (3) and Tier Four (4) support will be provided regionally in Europe, the Middle East and Africa (EMEA), North America, and Asia-Pacific (APAC). Appendix A provides details on the tier support levels. b.Acknowledge the request within twenty-four (24) hours of the Client’s normal business hours. Definition of normal business hours will be mutually agreed upon between the Client and the CSLLC Project Manager (CSLLC PM). If “Severity One (1)” emergency assistance is needed, Client will log a case with Workday. Examples of emergency assistance include a system down issue or business critical function such as payroll not processing correctly. In non-emergency cases where urgent assistance is required, Client will submit a request via the ticketing system indicating the nature of the urgent request and contact the CSLLC PM. The CSLLC PM will work with Client to outline a plan of action to address the urgent issue in a timely manner. This may involve after hours support for Tier Three (3) or Tier Four (4) support, if mutually agree d upon between both parties. Support ticket requests initiated outside of standard hours of operation (i.e., S aturday and Sunday) will receive an initial response when the window of standard hours of operation becomes available. c.Request additional details or schedule additional meetings to further review and discuss the configuration impacted. d.Within forty-eight (48) hours of standard issue requests, determine a plan of action to support resolution of the issue. e.Review configuration changes required with Client and request Client’s approval to apply fix. f.Client is responsible for testing and any move-to-production activities, which shall include configuration, business processes, data, reports and integrations. Client will provide written acceptance of test results to CSLLC prior to any move- to-production. g. Should the Client require CSLLC’s assistance with move-to-production activities, Client will submit request via writing and provide written approval for CSLLC to access Client’s production tenant. Client shall verify production results and is solely responsible for production accuracy. Client shall provide written acceptance to CSLLC after such move-to-production activities. h.If Client submits a request for assistance outside of the CSLLC ticketing system via any communication mechanism such as email, voice mail, text, or instant message, CSLLC is not subject to standard response times.