Post Implementation Support Strategy

MyFloridaMarketPlace

Page - 2

Objectives of the Meeting

Define the post implementation support strategy for the Agency Internal escalation within the Agency External escalation to the MyFloridaMarketPlace team

Discuss the escalation procedures of issues or questions to the MyFloridaMarketPlace team

Discuss the continuing role and involvement of the Buyer Adoption liaison

Review the additional support available to the Agency

Page - 3

Agency Responsibilities

Define an issue resolution process within the Agency and its districts. For example, user questions are routed to the Super User at the

district. If the Super User is unable to answer the question, escalate the question to the Central Office. The Central Office will escalate the question to the MyFloridaMarketPlace team if necessary.

Identify a central collection point for all agency issues and provide contact information to the MyFloridaMarketPlace team

Maintain a consolidated agency issues log

Escalate questions to the MyFloridaMarketPlace team through the appropriate channel

Update Agency policies, process, and procedures as needed

Page - 4

MyFloridaMarketPlace Team Escalation Procedures

Questions or issues escalated to the MyFloridaMarketPlace team will be routed to the appropriate channel based on type of issue.

Customer Service Desk will address MyFloridaMarketPlace system questions and issues Vendor registration questions and issues Transaction fee exemptions Exceptional vendor registrations

Agency Buyer Adoption Liaison will address Agency workflow related questions Business process questions

The Buyer Adoption liaison will transition their activities to the Customer Service Desk at an agreed upon time.

Page - 5

Buyer Adoption Liaison Support

The Buyer Adoption liaison will continue to provide support to the Agency throughout the deployment by

Reviewing the consolidated issues list with the Agency and providing updates on identified issues

Continuing weekly status meetings to assist with the deployment to other districts and address any questions or concerns

Gathering requirements regarding system enhancements or modifications requested

Page - 6

Additional Support Available

Production Support Conference Calls – Every Tuesday and Thursday at 4:30PM, a conference call is held to discuss system issues

Sourcing Services – Pre and post solicitation support including bid development, bid opening, and mock events.

Policies, Process, and Procedures - Development support including recommendations, lessons learned, and samples

Training – Classroom questions may be submitted directly to Accenture trainers

Agency Roundtable meetings – Monthly meetings provide a forum for sharing lessons learned and discussing questions/issues with Buyer Adoption liaison