MyFloridaMarketPlace Post Implementation Support Strategy

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

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

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.

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

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