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Statement of Work and Implementation Plan

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					Statement of Work

     City of Houston
Desktop & Laptop Refresh
Table of Contents
Section Title                                                                                                                         Page

1.0     EXECUTIVE SUMMARY ................................................................................................... 2

2.0     DOCUMENT OBJECTIVES ............................................................................................... 2

3.0     VENDOR PROJECT DELIVERABLES ........................................................................... 3

4.0     LOCATIONS .......................................................................................................................... 3

5.0     CLIENT PROJECT RESPONSIBILITIES ...................................................................... 3

6.0     VENDOR (HP MWDBE PARTNER) PROJECT RESPONSIBILITIES .................... 4

7.0     VENDOR (HP MWDBE PARTNER) TASKS .................................................................. 4

  7.1      PROJECT PLANNING .............................................................................................................. 4
  7.2      PROJECT KICKOFF ................................................................................................................. 4
  7.3      IMPLEMENTATION ................................................................................................................... 5
  7.4      VENDOR (HP MWDBE PARTNER) PROJECT TIMELINE ...................................................... 8

8.0     VENDOR (HP MWDBE PARTNER) WORKING HOURS .......................................... 8

9.0     VENDOR (HP MWDBE PARTNER) SERVICES PROVIDED ................................... 8

  9.1      SITE SURVEY AND PRE-PLANNING .......................................................................................... 8
  9.2      PROJECT IMPLEMENTATION & INTEGRATION PHASES ............................................................ 8
Appendix A – De-Installation Information .................................................10
Appendix B – Installation Information .........................................................11
Appendix C – Installation Checklist ............................................................12
Appendix D – Staging-Delivery Information..............................................13
Appendix E – Change Request Form ..........................................................14




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1.0 EXECUTIVE SUMMARY

Hewlett-Packard (HP) , Vendor (HP MWBDE Partner), and the City of Houston (COH) have
jointly developed the following Statement of Work (SOW) for services related to successful
and efficient delivery, configuration, and deployment of laptops, desktops and related
equipment. Critical components to be outlined within the SOW include the communication
requirements, team member roles/ responsibilities, logistics plan, training/knowledge transfer
plan, acceptance criteria, and overall project timeline. This project is commonly referred to
as the “PC Refresh” project.

The City of Houston (Department name) will replace (000) desktop and laptop computers
scheduled to begin in Month/Year. The systems being replaced are outdated and classified
end of life. The purpose of this project is to deploy and install the new desktop and laptop
technology to the COH (department name) client end-user. This will consist of de-installing
the current (000) desktops and then installing the new technology. This project will have a
Project Manager assigned by Vendor (HP MWBDE Partner) to lead this effort. The Project
Manager will provide technical leadership and direct the vendor providing the technical
team performing the installation activities as directed by the COH departmental Chief
Technology Officer (CTO) or designee.

The Vendor (HP MWBDE Partner) provided Project Manager (PM) shall oversee all aspects of
the deployment, de-installation and installation of the new and old technology. Additionally,
the PM shall work with the CTO/designee through all phases of the project from pre-
deployment tasks to completion of the project. The PM is responsible for providing ongoing
communication regarding project progress and project planning meetings as required by
the CTO/designee.

Vendor (HP MWBDE Partner) to provide an on-site project led to manage all the
installation/service activities, to ensure that all CTO/designee expectations are met, and to
implement the Project Manager's project plan. The project lead will be the primary point of
contact on-site during the installation.

Vendor (HP MWBDE Partner) in collaboration with CTO/designee shall provide a predefined
schedule for the agreed upon services which incorporate critical timelines and milestones to
be strictly followed. This will ensure that all necessary steps in the service process are
covered to create a positive customer experience.


2.0 DOCUMENT OBJECTIVES
This document will outline the scope of work, as described, for the (Department name)
Desktop and Laptop Refresh project. Any material changed or modified in this document
that results in a significant change will require a change request that is signed by the


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CTO/designee and Vendor (HP MWBDE Partner). The following specific requirements are
met with these documents:

       1. Define overall project scope and task objectives for the project.
       2. Define the bounds of ownership and responsibility between COH (Department
          name) and Vendor (HP MWBDE Partner) for the completion of the project.
       3. Define the methodology and timeline for achieving the project tasks and
          objectives.
       4. Define project deliverables and client acceptance criteria for project closure and
          sign-off.

3.0 VENDOR PROJECT DELIVERABLES
Vendor (HP MWBDE Partner) will provide written project documentation defining the
following aspects:

      De-installation Information Document
      Installation Information Document
      Installation Checklist
      Staging-Delivery
      Change Request Form


4.0 LOCATIONS
Delivery and Staging shall be performed at the following locations:
    Houston, TX – (COH Department Location - CDL)
    Houston, TX – (COH Department Location - CDL)
    Houston, TX – (COH Department Location - CDL)




5.0 CLIENT PROJECT RESPONSIBILITIES
This SOW is provided based on the following requirements being met by others and the
following key assumptions. Any deviations from these assumptions that arise during the
project shall be managed through the change management procedure as specified in
Appendix E.

      CTO/designee will provide a single point-of-contact to work with the Vendor (HP
       MWDBE Partner).
      CTO/designee will provide appropriate access to City of Houston facilities required to
       complete the deployment.
      CTO/designee will provide information on client end-user and existing equipment prior
       to installation.



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     CTO/designee will provide Vendor (HP MWDBE Partner) necessary forms to fill out to
      obtain proper identification while onsite.
     CTO/designee will ensure staff is available for meetings and provide information on a
      timely basis.
     CTO/designee will provide all licensing and installation disk.
     CTO/designee will ensure that all required cabling is installed and sufficient electrical
      outlets are provided.
     CTO/designee will ensure that all end-users backup and disable any BIOS passwords
      currently configured on legacy systems.
     CTO/designee will provide security clearance and physical access to facilities, as
      required. This includes badges, passwords, access cards and parking privileges.

6.0 VENDOR (HP MWBDE PARTNER) PROJECT RESPONSIBILITIES

     Performing quality inspections.
     Installation of the new system (PC).
      Connect up to 3 external peripheral(s) to the new system. The connection of
      peripherals refers to plugging components into the new HP system and loading COH
      supplied drivers. Connecting a local printer counts as a peripheral connection.
     Mapping the new system to existing network printers. (Maximum three (3) printer
      connections.)
     De-installation of the old system.
     Removing the packaging material from the new system and the de-installed
      equipment to a Vendor (HP MWBDE Partner) designated site location for disposal.
     Mutually-agreed schedule has been arranged. The cancellation of any scheduled
      installation must be done at least one full business day in advance with the designated
      CTO/designee project lead.
     Prior to performing activities that are outside the scope of this project, permission to
      proceed must be obtained from your CTO/designee representative.
     Data migration.
     Re-installation of product(s) or software application(s) not to exceed 15 minutes.


7.0 VENDOR (HP MWBDE PARTNER) TASKS
7.1   PROJECT PLANNING
     Develop project management plan, escalation plan, and communications plan
     Internal kickoff meeting

7.2   PROJECT KICKOFF
     Confirm Project and Milestones Dates
     Confirm Project and Refresh Roles and Responsibilities


                                              4
      Review Communication Plan
      Review Escalation Plan


7.3    IMPLEMENTATION
On-Site Service Steps

Overview

1. Verify receipt and condition of all boxes and components.
2. Verify availability of COH provided physical site and power.
3. Move new equipment to desk side (if not there already) from a central staging area on
the same floor or at the same location.
4. Unpack systems and components.
5. Verify product service tag numbers (serial number) match shipping list. If a non-match,
contact the HP Support group. Escalate to HP for replacement of any item damaged in
shipment. (Inventory information will be applied to the outside of each system box in a
readable format for verification by COH Inventory Asset Personnel against pre-delivered
packing slips.)
6. Provide inventory data export per customer requested format. Department’s format
shown below:
                      Inventory Information – HP will provide electronic and hard copies of
                      inventory information to respective Department. The format of the
                      Inventory data will be coordinated with Department’s Applications
                      Section for importing into the Inventory System.

                   Inventory will include, but will not be limited to:
                       Unit Make, Model and Part #
                       Unit Serial Number
                       Unit Department Inventory Sticker Number
                       Unit COH Inventory Sticker Number (if applicable)
                       Unit MAC Address of Network Interface Card
                       Unit Computer Name
7. Confirm delivery locations, contacts, and schedule with CTO/designee
8. Sign out of equipment to be delivered/manage inventory report on-going to Project Manager
9. Deliver equipment to correct COH Department Location (CDL) – deliver inside to storage
location or desk-side as applicable just prior to installation (Just in time - JIT)
10. Vendor (HP MWDBE Partner) to ensure that equipment is transported to the work site from the
central storage area specified. (COH will not be responsible for moving or transporting any
hardware to the installation site.)
11. Accept/cover risk of loss while equipment is in the vendor’s possession
   1. De-installation

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         Technician will confirm with End User Customer (EUC) or representative that data
          has been backed up.
         Disconnect components from old system.
         Disconnect power source.
         Disconnect cable from network jack.
         Record the following:

             1.   COH (Department) asset tag number
             2.   Date de-install
             3.   Serial number
             4.   Description (make, model, and part number) HP Project Manager will
                  provide this information to COH Department.

         Receive signature of acceptance from COH (Department) end user that de-
          installation has been completed to standard. Vendor Field PM will forward
          copies of de-installation documentation to the Vendor PM as supporting
          documentation for invoicing.
         Pack up de-installed Desktop or Laptop/Docking Station into packaging of new
          computer if available. Vendor is responsible for returning all de-installed
          equipment to the respective department’s central storage facility.
         Leave the work area “broom clean”.

2. Installation

         Verify receipt and condition of all boxes and components at the
             desktop/laptop/docking station.
         Verify the availability of customer-provided physical site and power.
         Unpack systems and components.
         Verify product service tag #'s (serial number) match shipping list. If a non-
             match, contact the Vendor’s Technical Support group.
         Escalate to Vendor’s Customer Care for replacement of any item damaged in
             shipment.
         Setup and connect all peripherals (keyboard, monitor (1), mouse, etc.)
             including network cable (if applicable) to Desktop/Laptop/Docking Sta tion.
         Setup and connect external peripherals (max. 3 local printer included) to
             Desktop/Laptop/Docking Station.
         Connect unit to LAN jack with a CLIENT (Department) provided patch cable
         Enter path to existing network printer or connect to local printer as applicable
             (maximum 3 printer connections)
         Test printer operation by printing Windows Printer Test Page. Provide a copy of
             each Test Page as documentation that printing was successful for each
             installed computer.



                                           6
         If  any error occurs, contact Vendor Technical Support for further
             troubleshooting. If a hardware failure is found, Vendor Technical Support will
             open a dispatch for service.
         Remove all installation packaging offsite from CLIENT (Department) premises
             either as packing for de-installed PC or as trash removal.
         Execute acceptance documentation with the End User Customer (EUC) and
             obtain their signature.
          (Department) asset tag number, date of install, serial number, description,
             make, model, and part number.             Vendor Field PM will provide this
             information to both CLIENT (CTO/designee) and the Vendor PM in a
             mutually agreeable format (to be determined after award)
         Forward the acceptance documentation to the Vendor site lead, which will
             update the site installation spreadsheet of service work scheduled and
             provide copies to/advise the Vendor PM of acceptance of the work.
         Leave PC and software documentation with the site contact.
         Leave installation area “broom clean”.

3. Data Transfer to 1 GB
    Note: End User Client (EUC) is responsible for backing up all data.
         For Data Transfer, customer data must reside under a single Directory on a
             customer server with access by vendor (i.e. My Documents, a “Data
             Directory or Folder”). [Note: Data transfer does not include transfer of any
             application files]
         Vendor will also move user identified files, *.pst, *.pab, and MS Internet Explorer
            Favorites residing in the “My Documents” folder.
         Vendor will copy the contents of the directory to the new PC. When the new
            Desktop/Laptop/Docking Station is installed, vendor will copy the data from the
            CLIENT (Department) server to the new PC to a specific directory.

4. Software Application Load
         Install customer-supplied shrink-wrapped software.
         Installation not to exceed 15 minutes

5. Hard Drive Wipe
       Vendor will certify that the data on the removed equipment hard drive is wiped via
            software or physical degaussing before it leaves the premises.
      Vendor will sign a certification form provided by CTO/designee confirming that the
      data wipe or hard drive degaussing has been completed.




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7.4   VENDOR (HP MWBDE PARTNER) PROJECT TIMELINE
The exact timeline will be adjusted according to the specific implementation plan and
schedule put into place. Vendor (HP MWBDE Partner) and CTO/designee will take an
estimate of two days to do the project prep and planning prior to the start of the project.
The deployment shall not exceed 120 days after it begins.



8.0 VENDOR (HP MWBDE PARTNER) WORKING HOURS
This service will be provided during the hours of 8:00am to 6:00pm, local City of Houston time,
Monday through Friday, excluding holidays unless an alternate, mutually-agreed schedule
has been arranged. The cancellation of any scheduled installation must be done at least
one full business day in advance with the designated City of Houston CTO/designee.


9.0 VENDOR (HP MWBDE PARTNER) SERVICES PROVIDED
9.1   SITE SURVEY AND PRE-PLANNING
Vendor (HP MWBDE Partner) and CTO/designee will begin project deployment by
conducting a discovery of migrating the current desktop environment and equipment. This
document will be delivered to the client and acceptance by the client is required prior
equipment configuration. This phase will include the following steps:
   Work with client to understand the environment
   Develop the image
   Develop test plan.
   Develop schedule for upgrading each desktop


9.2   PROJECT IMPLEMENTATION & INTEGRATION PHASES
Preparation and Installation:
This step will include the imaging and configuration of all Desktop and laptop systems. One
desktop and laptop will be imaged, connected to the network and tested. This phase will
include the following steps:
     Create desktop and laptop image
     Connect the desktop and laptop to the COH department domain
     Test domain log-on and applications




                                               8
Project Schedule

CTO/designee anticipates project duration to be roughly 12 calendar weeks. The exact
schedule will depend on the rollout schedule at Bagby, most notably how many
department(s)/client(s) will be migrated at each rollover, as well as the time required
between deployments.




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APPENDIX A – DE-INSTALLATION INFORMATION


De-installation Information

 Asset Tag          Date of              Serial                Description            Model       Part Number
 Number          De-installation        Number




** Note: The Vendor (HP MWBDE Partner) PM will forward all completed forms to COH PM as support documentation for
invoice purposes. **




______________________                              _________________________
Client Signature                                        Date


______________________                                  _________________________
Technician Signature                                    Date




                                                       10
APPENDIX B – INSTALLATION INFORMATION


Installation Information

 Asset Tag           Date of               Serial                Description             Model       Part Number
 Number            Installation           Number




** Note: The Vendor (HP MWBDE Partner) PM will update the site installation spreadsheet of service work scheduled and
provided copies to the COH PM. **




______________________                                _________________________
Client Signature                                          Date


______________________                                    _________________________
Technician Signature                                      Date




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APPENDIX C – INSTALLATION CHECKLIST
Installation Checklist

Vendor (HP MWDBE Partner) will perform the following installation activities:

   o   Vendor (HP MWBDE Partner) technicians will verify the condition of all boxes and components
       at each desktop.
   o   Vendor (HP MWBDE Partner) will verify the availability of physical power at each location.
   o   Vendor (HP MWBDE Partner) will unpack each system and components.
   o   Vendor (HP MWBDE Partner) will verify all serial numbers at each location prior to installation of
       all systems.
   o   Vendor (HP MWBDE Partner) will escalate any damaged issue to the Project lead for resolution.
   o   Vendor (HP MWBDE Partner) technician will connect all peripherals to the new system.
   o   Vendor (HP MWBDE Partner) will connect up to three external peripherals per system (printers
       are considered peripherals).
   o   Vendor (HP MWBDE Partner), if applicable, will connect the Network cable to the NIC of the
       system, with a customer provided cable.
   o   Vendor (HP MWBDE Partner)technicians will reconnect up to three printer connections
       (network paths to be provided by customer)
   o   Vendor (HP MWBDE Partner) will contact the PL with any technical issues the PL will request a
       trouble ticket within Vendor’s (HP MWDBE Partner) service center to fix issue.
   o   Vendor (HP MWBDE Partner) technician will print Windows Printer Test Page as proof of printing
       capabilities from each installed system.



Data Transfer up to 1 GB

   o   Vendor (HP MWBDE Partner) after installation of new system will copy the data from the
       designated server location back to the NEW system to the specified location.



Software application

   o   Vendor (HP MWBDE Partner) will load shrink wrapped applications that are customer supplied.
       Installation will not exceed 15 minutes total. Vendor (HP MWBDE Partner) will NOT customize
       shrink wrapped application.



   o   The Vendor (HP MWBDE Partner) will record the following information:
       Client Asset tag number, Date of de-install, serial number, description
       make, model, and part number. Vendor (HP MWBDE Partner) will get client
       signature that de-installation has been completed. A copy of the completed
       and signed paperwork will be left with the customer and a copy sent to the
       Vendor (HP MWBDE Partner) PM.

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APPENDIX D – STAGING-DELIVERY INFORMATION




Staging-Delivery Information

Unit    Part    Department   COH Inventory   Unit MAC     Unit       COH           COH
Make   Number    Inventory     Sticker (if    Address   Computer   Destination   Location
                  Number      applicable)                Name       Address      Contact




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APPENDIX E – CHANGE REQUEST FORM

Requestor
Name                                                                         Project / Task affected


Email Address                                                                Subsystem or other WBS element affected


Phone                                                                        Date Requested                     Date Required By



Proposed Change
Description of change and references. Provide sufficient technical detail to understand the change, rather than implement the change.




Rationale
Provide both reason for change and a description of the effect of NOT making the proposed change in terms of functionality, performance,
supportability, and security.




Alternatives
Identify any alternatives associated with the change and why those alternatives are not recommended.




Impact of Change
Impact of the proposed change to project elements (cost, schedule, deliverables, resources, etc.).
Change affects:    Function/Features      Performance/scalability      Supportability    Security      Cost   Schedule     Deliverables




Authorization
Pursuant to the Statement of Work between Vendor and COH in effect at the time of this change request and in accordance with the change
management procedures identified therein, parties certify by signature of an authorized representative, that the above change request will be
incorporated into the existing SOW or Implementation Plan as appropriate.
Change Review Board – Approval                                                     Date


Vendor Signature –Authorization to Proceed                                             Date


COH Signature –Authorization to Proceed and Acceptance of Impact                       Date




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