Fillable Printable Statement of Work Template - Hawaii
Fillable Printable Statement of Work Template - Hawaii
Statement of Work Template - Hawaii
S TAT E M E N T O F WO R K
HAWAII <AGENCY>
WEBSITE HOSTING AND DESIGN SERVICES
H A W A I I I N F O R M A T I O N C
O N S O R T I U M
<PARTNER> 2 OF 11 HIC _
OVE RV IE W
This Statement of Work (SOW) document identifies the responsibilities between the <Partner> (<Partner>)
and the Hawaii Information Consortium, LLC. (HIC) as the selected vendor providing Internet Portal
services for the State of Hawaii. This document is subordinate to the requirements stated in RFP-08-11-SW,
Internet Portal Manager and Service Provider, HIC’s Proposal and the contract between the State of Hawaii
and HIC dated January 4, 2008.
This Statement of Work covers general topics that deal with a proposed hosted Content Management System
(CMS), <Partner> Internet website and any associated design or technical support.
SE RVI C E L E VE L AG RE EM E NT
This Statement of Work is subordinate to the Service Level Agreement (SLA) between the State of Hawaii,
<partner> and HIC signed and dated <Date> and is subject to all terms and conditions thereof unless
specifically designated as exceptions in this document.
PUR P OS E STAT E ME NT
The <Partner> website is currently published using <both/either> CMS <and/or> static html. The
<Partner> wishes to move to a less cumbersome, and more flexible and open CMS platform. The CMS
should address American Disabilities Act (ADA) accessibility requirements, include a calendaring solution,
and facilitate the easy publishing of content to the public.
This agreement does not include high-bandwidth or streaming services for video, audio or related content.
HIC will work with <Partner> on alternate hosting services for high-bandwidth content.
SCO P E STATE M ENT
Content Management Services
The goal of this project is to provide a vastly improved CMS platform for the <Partner> with easier
administrative, operational, and business functionalities, faster and enhanced publishing capabilities.
Design Services and Migration
Work to migrate any of <Partner>’s current web sites to the new CMS platform will be performed on an
hourly basis, with the <Partner>’s approval required before work is permitted. The specific cost under that
amount will depend on the complexity of the existing web site code and the new site design.
<PARTNER> 3 OF 11 HIC _
Ongoing Website Design Services
As needed by the <Partner>, provide design expertise, configuration, training, etc... on a time and materials
basis.
Other Enhancements
HIC will work with the <Partner> to identify and develop other enhancements. In some cases, premium
service enhancements may involve additional fees (i.e. follow-a-case service, reminder service).
PRO JE CT D E V EL O PM E NT CO ST S/ FE E S
Hosting services may include the following fees:
o Initial configuration and hardware: <$0 - $5,000>
o Custom SSL Certificate configuration <$0 - $2,000>
o Site Design Services: State Contract Rates (see Appendix A)
o Site Content Migration: Variable
o Hosting fees: See Annual CMS Hosting Fees
o Additional services as needed: State Contract Rates (see Appendix A)
Public Web Storage Hosting Fees (Invoiced quarterly or annually):
Site mirroring, the partner maintains its current web site, servers and storage. HIC provides a server that
caches all of the partner’s web pages on a fixed period and serves them up to the public. The caching server
speeds up the public’s access to the web pages and provides an additional level of security.
Static web site hosting, the partner hosts its site at HIC. HIC’s servers also act as the public host for these
pages. The partner may login and maintain their content using html editors or similar tools.
Web file storage, the partner may transfer content to HIC servers and link to it via an HIC hosted or non-
HIC hosted server.
o $.20 per MB per month billed in minimum 100 MB increments.
CMS Hosting Fees (Invoiced quarterly or annually):
HIC’s Content Management System has a database that stores web pages and documents, and a web server
that provides access to these web pages and documents. The CMS also has a word processing like interface
to allow State agencies to update the web pages and upload documents. In general the CMS editor is much
easier to use than an HTML editor and in many cases can be given to regular staff versus a web master. HIC
will administer and manage the CMS.
<PARTNER> 4 OF 11 HIC _
The partner’s web site is migrated to HIC’s servers. The cost for CMS hosting consists of one-time
configuration and migration fees, and on-going hosting fees. An agency may also elect to use HIC’s support
services to update and design pages or add functionality that is beyond the technical capabilities of the
agency’s staff
o Up to 30 Pages and 100 MB of storage- $1,200 per year
o Up to 100 Pages and 500MB of storage - $3,600 per year
o Up to 200 pages and 1 GB of storage - $5,000 per year
o Up to 300 pages and 2 GB of storage - $7,200 per year
o Up to 500 pages and 5 GB of storage - $12,000 per year
o Up 10 1000 pages and 25 GB of storage - $36,000 per year
DE LI VE RY
The website will be deemed completed and delivered on the date the partner requests that the site be
deployed to HIC’s production environment. “Production environment” shall mean the technical
environment and configuration in which HIC’s existing hosted web sites are operated and managed
independently from HIC’s testing and development environment.
RISK A SS ES SM ENT
This section is not intended to be a full-blown risk mitigation plan, but rather is intended to bring to
light any potential risks that may need further resources or attention. For this project there is a small
risk that <Partner> personnel will require a longer period to train on the CMS which may delay the
launch of the new web site.
DE LI VE RA BLE S
Deliverables include:
Deployed content
Website(s) migrated to the new CMS platform
Quarterly security scans
Access to web traffic logs and web analytics
Accounts for issue tracking and test systems
<PARTNER> 5 OF 11 HIC _
Protocol for ongoing support for the system
SCH ED UL E EST I M ATE S
The project will be carried out according to a Milestone Schedule, which will be agreed upon by HIC and
<Partner>. It is understood that these are estimated milestones, and may be changed to accommodate new
requirements made by <Partner> or HIC.
MAINTENANCE AN D SUPPORT
After the application is delivered, as defined above, HIC will provide support for the proper installation and
ongoing general maintenance and operation of the current release of the site and the CMS. HIC shall use
reasonable effort to provide troubleshooting to correct any errors and issues in the CMS reported by
<Partner>.
HIC will notify partners of operational problems which impact services for more than 30 minutes during
business hours or 2 hours during non-business hours via email or phone. Phone will be used if there are
network issues.
Upon receipt of notice of an error, exception or enhancement request, HIC will assign a priority level to the
error or issue in accordance with the following criteria:
• Priority A – An error that results in the site being substantially or completely nonfunctional or
inoperative. These issues should be addressed within 6 business hours. (See 24 x 7 Tech Support
section) If an issue cannot be resolved within the 6 business hours, a resolution plan must be
presented by the DOD, Project Manager or General Manager to the partner.
• Priority B – An error that results in the site operating or performing other than as represented in the
Design or in a manner that complicates its use or navigability, but which does not have a material
adverse impact on the performance of the site. These issues should be addressed within 2 business
days.
• Priority C – A simple text or graphic (non-design) change. These issues should result in an estimate
within 2 business days.
• Priority D – A site design change. The HIC project manager will schedule a meeting to discuss goals,
audience and other issues related to the design change.
HIC will make reasonable efforts to correct errors or provide a work-around solution for each priority level
and, if a work-around is the immediate solution, will make reasonable efforts to provide a final resolution of
the error.
HIC will work with partner staff in the event of an issue resulting from a change submitted by the partner. In
the vast majority of the cases, HIC staff will be able to rollback the changes to resolve the issue. In the event
that there is significant work required to resolve the issue, HIC may charge the partner for the time spent
resolving the issue. Issues that are a result of HIC changes will be addressed immediately and no charges
associated with the time spent to resolve the issue will result.
<PARTNER> 6 OF 11 HIC _
24 X 7 TECH SU PP ORT
HIC servers systems are constantly monitored for seamless operation 24x7x365 days a year using NAGIOS
network monitoring software. The software checks the status of HTTP, SSL and FTP services every three
minutes. If there is an issue, the software automatically sends an e-mail to the Systems Administrator’s and
Director of Development’s (DOD) cellular telephone. The Systems Administrator and/or Director of
Development then respond as appropriate to the problem. There are numerous additional monitoring scripts
that are also programmed to e-mail the HIC DOD if the file transfer operations are not handled in the proper
fashion.
If HIC cannot solve the problem within six hours (on business days or 12 hours on holidays), the HIC
Director of Development will notify the HIC General Manager. If the site is unavailable a message will be
posted by HIC to web users that the site is temporarily down.
If a Priority A issue arises that is not covered under the aforementioned explanation, the HIC support team is
available 24 hours a day at 808-695-4627.
DE SIG N M ODI FI C ATI O NS AND E NHA NC E ME NTS
At the <Partner>’s request, HIC will consider developing modifications or additions that materially change
the site design, utility, efficiency, functional capability, or navigability of the site (“Enhancements’) at such
charge and on such schedule as the parties may mutually agree in writing. Such modifications or additions
will be undertaken on a project basis.
RE SP O NSIB ILI T I ES O F T HE < Par tner >
<Partner> will designate a Project Manager with responsibility and authority for review and approval of
deliverables under this SOW.
In order to accomplish the tasks outlined in this SOW and provide the deliverables in accordance with the
project plan and timeline, HIC will require the following from <Partner> by the agreed upon dates. If
<Partner> does not provide any of these items by the required date, delivery dates for HIC deliverables will
be revised accordingly. HIC will not be held responsible for delays in the timetable due to unavailability of
data or resources from <Partner>.
<Partner> will provide timely authorization for the project and for each approval required during the
project.
<Partner> will provide timely feedback on all designs and functionality prior to the choice of the
final design when applicable.
<Partner> agrees to designate content-knowledgeable reviewer(s) to review each deliverable prior to
acceptance to ensure that acceptance represents an informed commitment by the <Partner>.
<Partner> will provide content information to be presented on the website.
<PARTNER> 7 OF 11 HIC _
RE SP O NSIB ILI T I ES O F T HE H AWAII I NF ORMA T I ON C O NS ORTI UM
HIC will provide a Project Manager to serve as the primary point of contact and coordination with the
<Partner> project team. The HIC project manager will provide all the HIC deliverables, detailed above and
will:
Host the site.
Hosting, maintenance and security scanning for the CMS.
Provide management of the project work plan.
Host periodic meetings to review the status of project activities against the plan
Provide Project Plan Updates - ongoing, as required
Provide Executive Briefings - ongoing, as required
Run database backups and recovery routines
Create a Business Continuity Plan
Provide access to web-based analytics reports to partner staff.
Host the trouble ticket system and provide partners with an account to open/ manage tickets.
Maintain uptime of at least 99% on business days from 7:45 AM – 7:00 PM HST. Scheduled
maintenance and outages due to force majeure are not considered downtime.
HIC will make web analytics reports available on-demand to all CMS partners.
Maintain adequate Internet bandwidth for the application
HIC will monitor bandwidth use and upgrade its Internet connectivity if there is a bottleneck
resulting from its connectivity to the Internet.
HIC will add more server or bandwidth capacity within two (2) months of reporting, if there are two
(2) consecutive months or four (4) non-consecutive months annually of performance issues.
TE RM OF AG RE EM E NT
This Agreement shall be effective as of date of signing by both parties and shall remain in full force
and effect until such time as HIC and the <Partner> mutually agree to terminate it.
If HIC fails to meet the uptime and/or bandwidth requirements set in the section above over, the Access
Hawaii Committee (AHC) will determine the period in which <Partner> may receive a hosting fee credit of:
(a) 10% for the first month missed
(b) 30% for the second month missed
(c) 50% for the third and subsequent months missed
Since web Internet bandwidth demands are always growing, HIC may not always be able to immediately
correct performance issues. If <Partner> is not satisfied with uptime and/or connectivity issues, <Partner>
may terminate this agreement with one month’s notice.
<PARTNER> 8 OF 11 HIC _
CH A NG E PRO C E SS
The scope of work as specified in this document shall not change except where approved using the following
process:
• The HIC project manager reviews a design change issue and determines that the resolution will lead
to a change in scope, defined as a change that will impact cost, schedule or staffing.
• Issues that do not change the scope of the design can be addressed without further impact to the
project.
• The proposed change is documented in a design change order, including the impact on schedule,
cost and staffing.
• The design change order is reviewed and approved by the <Partner>’s project manager.
• The design change order is reviewed by HIC and is approved by the HIC General Manager.
At this point, the change order becomes an addendum to the Statement of Work and/or the Site Design
Specification and the HIC Project Manager will develop a work schedule.
<PARTNER> 9 OF 11 HIC _
STA KE H OL D E R S
<Partner>
<partner address>
Hawaii Information Consortium, LLC
201 Merchant Street,
Suite 1805
Honolulu, HI 96813
CH AI N O F C OMMA ND
<Partner>
<Partner> Team members
HIC Russell Castagnaro, General Manager
Zheng Fang, Director of Development
Rosemary Warfield, Partner Liaison
<PARTNER> 10 OF 11 HIC _
SIG N O FF
I, the undersigned, have the authority to make binding decisions on behalf of my respective
agency/department regarding projects in collaboration with HIC.
I also have the authority to allocate agency/department resources towards the above-described project.
I have read the above document and understand all implications thereof. Any future changes to this
Statement of Work will be made through a formal request to the HIC General Manager.
By signing, I acknowledge that the project described herein has received any required legal reviews and is in
compliance with current State of Hawaii statutes and administrative rules.
Date:
______________________________ _______________________________
<Partner DM> Russell Castagnaro
<partner title> General Manager
<Partner> Hawaii Information Consortium, LLC
<PARTNER> 11 OF 11 HIC _
APP E NDIX A
Billing rates from state contract (RFP-08-011-SW) provided for reference.
General Manager
$240.00
Software Architect
$120.00
Senior Project Manager
$120.00
Project Manager
$80.00
Senior Business Analyst
$100.00
Business Analyst
$70.00
Senior Developer
$100.00
Developer
$80.00
Web/Creative Designer
$80.00
Print Designer
$75.00
Marketing Executive
$80.00
Marketing Associate
$60.00
Financial Management/Billing
Specialist/Support Staff
$70.00
Database Administrator
$100.00
Security Administrator
$100.00
Systems Administrator
$100.00
