1. MyFloridaMarketPlace
Post Implementation Support Strategy

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

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

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.

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

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