1. MyFloridaMarketPlace Quality Improvement Plan

2. Page 2 MFMP Quality Improvement Plan  The MFMP team has developed a quality improvement plan that addresses all key project areas. These have been summarized into seven categories as outlined on the following pages.  The development of the plan was initiated in reaction to the following issues:  General lack of customer satisfaction with the MyFloridaMarketPlace application  Frustration with the lack of user identified change requests being implemented  Concerns over a repeat of the system performance issues that we experienced in May  Waning agency adoption of certain components of the system, particularly invoicing  Numerous specific initiatives have been identified to address the key issues, while maintaining focus on the core operations that are essential to the project. MFMP Quality Improvement Plan: Overview

3. Page 3 Seven Overall Areas of Focus  Customer Service  System Performance Management  Invoicing Business Process Improvement  Procurement Business Process Improvement  Reporting  Agency Productivity Measurement Program  Other State Initiatives MFMP Quality Improvement Plan: Overview

4. Page 4 Customer Service Focus  The team is committed to a reinvigorated focus on overall customer service. That will entail constant analysis of our daily interactions with our customers plus a tangible action plan that will deliver results over the next year.  Development of Guiding Principles for Change Review Board (January 2007 – May 2007)  Continuous Improvement Program, including Customer Service Desk and more focused mechanisms for user feedback (ongoing)  Enhanced Online User Support Materials (July 2007- December 2007) System Performance Management  A high priority is ongoing management of the application to facilitate maximum throughput while maintaining acceptable end user online response time.  Ariba Buyer Upgrade (July 2006 – April 2007)  Capacity Planning (ongoing)  Performance Monitoring and Tuning (ongoing)  Payment Reconciliation with FLAIR- Confirm interface between systems is working appropriately (implement by January 2007) MFMP Quality Improvement Plan: Initiatives

5. Page 5 Invoicing Business Process Improvement  The combination of the system response time and security issues in May have led to several of the larger agencies modifying their usage of the invoicing module within MFMP. It is a project objective to facilitate improved productivity with this portion of the system so that the user experience is better.  eInvoicing Adoption Campaign – Encouraging more vendors to submit invoices electronically will decrease agency workload, increase order accuracy and avoid negative impact to the online response time. (September 2006 – June 2007)  Agency process evaluation through training (October 2006 – March 2007)  Enterprise process evaluation (November 2006 – December 2007)  Various user change requests (ongoing)  Change Requests included as part of the upgrade CR #3 (Amount Remaining and IR Payment History on Purchase Order) CR #25 (PO /MA # required on the Invoice eForm)  Additional change requests are planned for after the upgrade, and will be reprioritized by the CRB MFMP Quality Improvement Plan: Initiatives

6. Page 6 Procurement Business Process Improvement  While the procurement capabilities have been consistently leveraged across state agencies, there are still opportunities for improvement to support more effective spending by the State.  Catalog Improvement Initiative – A review of the electronic catalogs that have been established to support State Term Contracts will be conducted and steps will be taken to optimize both the catalogs available and the agency utilization of them. (ongoing)  eQuote Adoption Campaign – Encouraging more agency users and vendors to leverage the online quoting capabilities of eQuote will help the State save money and have more auditable support for competitive procurements. (July 2007 – November 2007)  Master Agreement Adoption Campaign – Encouraging more agencies to establish master agreements for contracts will provide better spend visibility and more consistent contract compliance, which both lead to dollar savings. (July 2007 – November 2007)  Various user change requests (ongoing)  Change Requests included as part of the upgrade CR #6 - Hold Until flexibility on purchase orders CR #27 - Ability to correct Receiving Reports CR #28- Workflow Regeneration  Additional change requests are planned for after the upgrade, and will be reprioritized by the CRB MFMP Quality Improvement Plan: Initiatives

7. Page 7 Reporting  A primary output of the MFMP system is data visibility regarding the State’s purchasing and invoice processing patterns. While high level trending analysis is supported through the Ariba Analysis reporting tool, there is not a comparable front end for operational reporting. Over 100 custom reports have been developed with basic data extracts to fill this gap.  Ariba Analysis Upgrade – Since the Analysis reporting data is fed directly from the Buyer application, the upgrade of the two modules will have to be coordinated. Analysis will be updated two weeks after Buyer (December 2006 – April 2007)  Enhanced Operational Reporting capability (January 2007 – TBD) MFMP Quality Improvement Plan: Initiatives

8. Page 8 Agency Productivity Measurement Program  While numerous individual operational metrics have been captured across the enterprise within MFMP, a benefit of having all of the agencies within the same system is the ability to provide objective evaluation of procure to pay productivity among the agencies. Having this comparison allows for the identification of best practices, so that they can be leveraged across all agencies for high performance across the State.  Define and Implement Agency Scorecard – A scorecard will be created to compare results against key performance indicators for all agencies. The measures will provide insight on overall procure to pay productivity for a particular agency, while analyzing one agency’s progress against the others. (ongoing) MFMP Quality Improvement Plan: Initiatives

9. Page 9 Other State Initiatives  There are a number of significant initiatives that, while not necessarily being completed to meet the key objectives of the project plan, require resources and focus. These initiatives are important to the State of Florida.  Aspire Interface Implementation (December 2004 – TBD)  Change Requests (ongoing)  Audit Activities (ongoing) MFMP Quality Improvement Plan: Initiatives