Appendix C to DIR Contract No. DIR-SDD-690
Customer Service Agreement
<insert project name>
Date of Project
Deloitte and Touche 1
Table of Contents
Project Objectives 3
Milestones List: 3
Estimate and Resources 3
Terms and Conditions 3
Deloitte and Touche 2
Purpose: The purpose of this Customer Service Agreement is to define the work to be done for the project.
A high level description of the project will be detailed in this section.
Describe the time period covered by the Customer Service Agreement, and what is to be accomplished.
A bullet list of objectives will be detailed here.
A description of any tasks required of the customer will be listed in this section. This will be customized by project,
but will include the following:
• Customer identified Project Liaison
• Logistics and physical resources need to complete the project
• Customer equipment and access needed to complete the project
The project will consist of a series of milestones that will be used to complete the deliverables for this effort:
(examples included below, but will be customized for each project)
Milestone Deliverable / Objective
Identify Critical Processes This step reviews, or identifies, the key business processes so that current state
and future state are aligned to intended business objectives.
Define Organization This step recommends and prioritizes the media, frequency, and staff that needs to
Change Communications be communicated with to make this planned change effort successful.
Deliverables Project Kickoff Meeting
Summary View of Current State (for VSI and Project Charter
Key end-to-end processes
Future State Draft (for VSI and Project Charter)
Communications Plan Draft
Key Performance Indicator Opportunity Proposal (for VSI and Project Charter)
An Action Plan for Next Steps
This section will detail out the schedule, any perceived constraints and our assumptions in putting together the
Estimate and Resources
Payment shall be in accordance with Section 5.C. of Appendix A of the DIR Contract No. DIR-SDD-690.
This section will describe what the estimate includes, how the estimate was calculated, the preliminary payment
schedule and any assumptions we determined while putting the estimates together.
Deloitte and Touche 3
Terms and Conditions
In the event of a conflict between the additional terms and conditions contained in this Customer Service
Agreement and the DIR Contract No. DIR-SDD-690, the DIR contract controls.
This section will have the following text included and document any additional terms and conditions we negotiate
with the customer. This Customer Service Agreement is governed by the terms and conditions set forth in the
DIR Contract No. DIR-SDD-690 executed between the Texas Department of Information Resources and Deloitte
& Touche LLP.
Deloitte and Touche 4