Commuter rail operating agreement
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- Operator-Provisioned IT Services
- Issue
- INTERACTION BETWEEN THE MBTA INTERNAL IT ENVIRONMENT AND THE COMMUTER RAIL IT ENVIRONMENT
- Operator APIs
- Interface Tools and Documentation
- IT TECHNICAL DOCUMENTATION
- Schedule 3.16
Schedule 3.16 (Information Technology Requirements), terminals, wireless access systems, data processing nodes, gateway elements, security appliances, integration systems, other IT resources and all related services required for the Operator's performance of its obligations hereunder and to otherwise meet the Service Levels set out in Schedule 3.18 (Service Level Agreement and Service Credits). The Operator shall fully develop, test and integrate the Operator-Provisioned IT Environment into the Commuter Rail IT Environment prior to the Agreement Services Commencement Date, and ensure that all components of the Operator-Provisioned IT Environment introduced into the Commuter Rail IT Environment after the Agreement Services Commencement Date are fully tested prior to their integration into the Commuter Rail IT Environment.
The Operator shall be responsible for providing all IT Services relating to the Operator-Provisioned IT Assets throughout the Term of the Agreement (the “Operator-Provisioned IT Services”). Notwithstanding anything to the contrary, the Operator acknowledges and agrees that the Operator-Provisioned IT Services applies to the Operator-Provisioned IT Assets in effect on the Agreement Services Commencement Date, and as the same may be changed throughout the Term including, but not limited to, as a result of Updates, IT Changes and other modifications to the Operator-Provisioned IT Environment, Commuter Rail IT Environment or MBTA Internal IT Environment.
The Operator shall be responsible for providing an enterprise customer service and ticket/issue tracking portal (the “Issue Tracking Portal”). The Issue Tracking Portal shall be made available to all organizations in the MBTA and to the Operator, and shall be utilized as the sole tracking portal; provided that the Operator shall be entitled to maintain a separate tracking system or systems so long as all Issues are tracked in the Issue Tracking Portal and the Issue Tracking Portal is utilized exclusively as the official source under this Agreement. Issues not tracked or included in the Issue Tracking Portal by the Operator shall be treated as not submitted per contractual obligations.
The Issue Tracking Portal shall be used to track all issues identified by the MBTA or the Operator including, without limitation: (i) mechanical complaints; (ii) customer complaints; (iii) trouble tickets; (iv) Incident Communications; (v) security incidents; (vi) support and maintenance activities; (vii) agreements from the IPRs; (viii) IT Changes; (ix) suggestions, inquiries and accommodations; (ix) open issues; (x) open issues, problems, inquiries, tickets, disputes, logs and claims; (xi) issues concerning safety of passengers, personnel, and all others; and (xii) other issues involving the Commuter Rail IT Environment and the Operator's provision of Commuter Rail Services (each, an “Issue”). The Issue Tracking Portal shall be configured to auto-generate tickets for tracking all Issues identified by the MBTA or the Operator (each, a “Ticket”). The Issue Tracking Portal shall also provide automated alerts and metrics tracking for all relevant topics. Status information shall be updated within the specified timelines provided for the applicable Severity Level in the applicable SLAs as set out in Schedule 3.18 (Service Level Agreement and Service Credits). The Operator and the MBTA shall use the Issue Tracking Portal as their primary record source relating to Issues. The MBTA shall have full administrative access to the Issue Tracking Portal and shall have the right to determine the severity level and priority of Tickets. On a monthly basis, and promptly upon the MBTA's request, the Operator shall provide reports from the Issue Tracking Portal, in the format and containing the content selected by the MBTA. The Operator shall be obligated to determine the severity level for each Ticket should the MBTA not make this determination; provided, however, that the MBTA shall have the right, in its sole discretion, to adjust the severity level and priority set by the Operator (each, a “Severity Level Change”). In the event of a Severity Level Change, the Operator's compliance with its obligations shall be based on the occurrence of the Severity Level Change. By way of clarifying example, if an Issue with a Severity Level 2 is created at time X, and a Severity Level Change revises the severity level to Severity Level 1 at time Y, then whether the Operator has complied its obligations associated with Severity Level 1 shall be based on time Y (and not time X). The MBTA shall have the right and ability to create Tickets using the Issue Tracking Portal and the Operator shall be obligated to address the underlying issue for such MBTA-created Tickets.
The Issue Tracking Portal shall be a centrally based information repository for Issues relating to the Commuter Rail IT Environment and the Commuter Rail Services. The Issue Tracking Portal shall include a web based front end system to allow for the generation of Tickets through remote interfaces from the various sites and sources. The Issue Tracking Portal shall utilize an industry standard authentication system to ensure that only authorized personnel create Tickets and perform prioritization and other privileged functions within the Issue Tracking Portal. The Issue Tracking Portal shall include standard types of Issue and Ticket categories as determined based on the Operator’s expertise that can be used to sort Tickets and Issues by their purpose and type, and shall also allow for the creation of custom Tickets should an Issue not be contained within a standard category. All Tickets within the Issue Tracking Portal shall be searchable by any field.
The MBTA shall have the right and ability to generate reports (both standard and custom) in addition to those reports from the Issue Tracking Portal that the Operator is obligated to create as contemplated under this Agreement in order to demonstrate the Operator's compliance with the applicable Service Levels, and such other reports as the MBTA may request throughout the Term of this Agreement. The Issue Tracking Portal shall be configured to utilize the high availability and backup systems that support the System Applications as well as the Commute Rail IT Environment generally. The Issue Tracking Portal shall utilize a non-repudiation and 100% logging method and approach to data handling for all Tickets, this shall apply to all changes to any ticket or issue, closed or open. By way of clarifying example, and not limitation, the Issue Tracking Portal shall record at least the creator and closer of each Ticket as well as the user modifying any Ticket. The Operator shall ensure that the Issue Tracking Portal is scaled properly based on observed usage metrics. Advanced issue tracking systems such as the Issue Tracking Portal have significant benefits and efficiencies that they are capable of through integration with other software and systems, the Operator shall consider this integration when planning future modernization or development/life-cycle efforts for its tools and services.
The Issue Tracking Portal shall be configured to maintain a record of all Issues submitted and Tickets created. The Operator shall ensure that all Tickets created are automatically archived in perpetuity unless otherwise directed by the MBTA.
The IPR process outlined in Section 7 (IT Operations Services) of this Schedule 3.16 (Information Technology Requirements) is designed to address high severity issues as logged in the Issue Tracking Portal. If the Operator requires additional tracking or updating of a Ticket stored in the Issue Tracking Portal, the Operator shall inform the MBTA through an IPR. Any Issue that has been approved by the parties within the Issue Tracking Portal shall be binding.
The MBTA is committed to modernization and efficiency enhancements across it operational scope. To this end, the MBTA shall be entitled to leverage technologies such as radio frequency identification (“RFID”) tracking and combine it with modern information technology systems to create an automation level in order to improve the environment for both the MBTA and the Operator. The RFID technology set out in this Section 4 (Radio Frequency Identification Tracking and Ticketing Responsibilities) of this Schedule 3.16 (Information Technology Requirements), and the MBTA’s efforts related to the same, is a future project of the MBTA, and the Operator’s obligations to support such efforts shall be treated as an IT Change.
All equipment purchased by the Operator in support of this requirement shall be compatible with multiple standard tags and be able to identify trains and cars. All equipment purchased by the Operator must comply with AAR and Federal ISO standards, as well as applicable local ordinances. Equipment purchased by the Operator must be able to automatically scan trains and cars as they enter and exit the maintenance and repair facility on the tracks. The scanner shall be able to produce a time stamped scan and inform network devices via a computer. The Operator shall ensure that its current equipment is compatible with: (a) AEI TAG Programmer, including (i) AP 4118 GEN II Programmer with Software, and (ii) PT 5780 Permission Tag, and (b) AEI TAGS & Accessories, including (1) AT 5118 GEN II Transponder Tag – Standard, and (2) Encompass 1 Handheld AEI Tag Reader.
The Operator shall engineer, furnish, install, test and maintain the required systems to implement and operate the ability to scan and record time sensitive train entry and exit information at repair and maintenance facilities. All entry and exit tracks at repair and maintenance facilities shall be capable of identifying by RFID the train cars that enter/exit and time stamping their information. It shall be capable of automatically updating the Issue Tracking Portal upon scanning with a plain text transmission that contains the Train ID, timestamp and location of entry/exit. The Operator shall be responsible for ensuring this information is transmitted to the MBTA upon scanning. In the event of a scanning failure, the Operator shall manually create the required Ticket until the Operator can repair the system.
The Issue Tracking Portal shall automatically create a time-stamped Ticket for a train or car upon its entry into the repair and maintenance facility utilizing the plain text update. This Ticket will contain the location, time and train information but will be otherwise blank. The applicable Operator technician shall update the reason for entry into the Ticket within thirty (30) minutes of Ticket creation. The Operator technician shall continually update the Ticket as required to maintain a record of major issues and actions per their reporting requirements. The Issue Tracking Portal shall auto update the Ticket with the train or car's exit time upon scanning, and the Operator technician shall update the result or reason for exit within thirty (30) minutes of exit. The Operator foreman shall approve and close the Ticket within one (1) hour of the technician's final edit if all issues are resolved. If all issues are not resolved, then the foreman shall denote further required actions. The time stamps in the Issue Tracking Portal system are the authoritative source for time taken to fulfill the above requirements. The Operator shall provide for terminals or required systems to allow for the communication of the RF scans and the updates of required tickets as they require in order to fulfill the above requirements.
All new repair and maintenance facilities shall include issue tracking capabilities and contain the communication and systems required to facilitate this requirement through the Issue Tracking Portal. This shall apply to new facilities both newly constructed and retrofitted. It is understood that the Operator may need to operate in manual record mode while facilities are being retrofitted or built, but this time period will be commercially reasonable and a status may be provided at the Monthly IPR.
The Operator shall furnish and provide a minimum of twelve (12) handheld scanners to the MBTA beyond what the Operator requires for its own use (each, a “Handheld Scanner”), which are capable of operating with the RFID system the Operator is installing and maintaining pursuant to this Section 3.5.2 (Radio Frequency Identification Tracking and Ticketing Responsibilities) of this Schedule 3.16 (Information Technology Requirements). The MBTA shall operate and utilize the Handheld Scanners as it sees fit. The Operator shall provide, throughout the Term, additional Handheld Scanners at the MBTA’s request.
As a component of the Operator-Provisioned IT Environment, The Operator shall furnish and maintain the Operator Service Center, as further provided in Section 8.2 (Operator Service Center) of this Schedule 3.16 (Information Technology Requirements).
Subject to Section 1.2 (Operator Responsibility for Costs of Commuter Rail IT Environment) of this Schedule 3.16 (Information Technology Requirements), the costs of the Operator-Provisioned IT Environment shall be included in, and covered by, the IT Mobilization Costs.
The Operator shall develop, install, support and maintain all necessary and desirable Data (as well as any additional types of data as may be reasonably requested by the MBTA throughout the Term) inputs from the Commuter Rail IT Environment to the MBTA Internal IT Environment (collectively, the “Operator Feeds”). The Operator shall collect and compile Operator Feeds, and shall use best efforts to ensure the accuracy and completeness of such Operator Feeds. The Operator shall ensure that it duplicates at a minimum all current and existing feeds to the Internal MBTA IT Environment. It shall additionally supply any new Operator Feeds or configurations required by its proposal or required by its replacement of existing capabilities. The Operator shall input Operator Feeds into the MBTA Internal IT Environment, in the requisite format identified during IPRs, and in accordance with applicable Service Levels. During the Mobilization Period, the Operator shall provide all Operator Feeds necessary or desirable relating to the New IT Component Environment and Operator-Provisioned IT Environment included in the Commuter Rail IT Environment prior to the Agreement Services Commencement Date. The Operator shall provide additional Operator Feeds as the Commuter Rail IT Environment changes throughout the Term or as otherwise requested by the MBTA. Notwithstanding anything to the contrary, the Operator shall be responsible for connectivity, circuits, and bandwidth from the Commuter Rail IT Environment to securely transmit to and exchange data with the MBTA Internal IT Environment in a manner sufficient to meet its Service Levels.
The Operator shall configure the Commuter Rail IT Environment to provide all information/data feeds between the Commuter Rail IT Environment and the MBTA Internal IT Environment as requested by the MBTA. In addition to those Operator Feeds contemplated in Appendix 1 (Relevant Baseline Software) to this Schedule 3.16 (Information Technology Requirements), the following represent a sampled subset of required feeds:
The Operator shall architect and implement the Commuter Rail IT Environment using open architecture and in a manner that allows adding, upgrading and swapping functionally equivalent hardware, software and other components from multiple suppliers, and in a manner that does not require undue development effort to achieve integration in and interoperability with components within the Commuter Rail IT Environment. Throughout the Term, the Operator shall provide all necessary and desirable APIs (i) between components within the Commuter Rail IT Environment, and (ii) between the Commuter Rail IT Environment, the MBTA Internal IT Environment and third party networks and components (collectively, the “Operator APIs”). Throughout the Term, the Operator shall also provide all interfaces for IT Infrastructure (collectively, the “Operator Hardware Interfaces”), and such Operator Hardware Interfaces shall use standard connectors or third party connectors available through multiple suppliers and no proprietary hardware or software that would restrict such addition, upgrade or swap out.
The Operator shall maintain the currency of Operator APIs and Operator Hardware Interfaces (collectively, the “Operator Interfaces”), through timely Updates and in a manner that is fully consistent with the Operator's Service Level obligations for Lifecycle Management. Additionally, all web based applications and sites shall be .Net compatible.
The Operator shall fully document Operator Interfaces, and create and maintain all libraries, software tools, SDKs and other elements necessary to permit an individual of reasonable skill to use the Operator Interfaces to access all functionality within the Commuter Rail IT Environment without undue effort or experimentation for purposes of interoperability between: (i) the Commuter Rail IT Environment; (ii) the MBTA Internal IT Environment; and (iii) other networks, equipment and software (collectively, the “Interface Tools and Documentation”).
On a quarterly basis, and otherwise promptly upon request, the Operator shall provide all Interface Tools and Documentation to the MBTA. Throughout the Term, the Operator shall assist the MBTA in its efforts to develop, maintain, modify and change Software, hardware and other components within the MBTA Internal IT Environment that interoperate with the Commuter Rail IT Environment (the “Interoperability Work”), and the Operator shall provide the MBTA with full access (including access to passwords) to the Commuter Rail IT Environment, Interface Tools and Documentation and other resources to permit and facilitate such Interoperability Work.
The Operator shall provide to the MBTA as part of its bid proposal all good and sufficient descriptions of all information flows that Operator requires or foresees requiring, between the Commuter Rail IT Environment and the MBTA Internal IT Environment.
The Operator shall provide detailed and accurate Documentation, and Design Documents for the Commuter Rail IT Environment to the MBTA for its records. This Documentation and these Design Documents shall be maintained on the document repository and shall be no more than two weeks out of date. This documentation shall include all industry standard and best practice Documentation and Design Documents for an IT Environment, for its procedures. and for policies. Because an architectural construct is specific to Operator's solution, Appendix 2 (IT Technical Documentation) to this Schedule 3.16 (Information Technology Requirements) contains illustrative, non-exhaustive document types required to meet the documentation obligations of this Section 6 (IT Technical Documentation) of this Schedule 3.16 (Information Technology Requirements).
The Operator shall be solely responsible for the operation of the Commuter Rail IT Environment and the provision of the Commuter Rail Services. The Operator shall provide all services that are necessary or advisable for the provision of the Commuter Rail Services including, but not limited to, those specified in this Agreement. This Section 7 (IT Operations Services) of this Schedule 3.16 (Information Technology Requirements) as well as other provisions of this Agreement provides an overview of the Operator's operations and management responsibilities with respect to the Commuter Rail IT Environment and the provision of the Commuter Rail Services (collectively, the “IT Operations Services”). By way of clarification, and not limitation, the Commuter Rail IT Services includes all IT Services related to the Commuter Rail IT Environment including the Baseline IT Environment, New IT Component Environment and Operator-Provisioned IT Environment, as well as all Updates to the same – all for which the Operator shall be responsible.
The Operator acknowledges and agrees that it is solely responsible for all installation, integration, configuration, testing, development, customization and other related services necessary or advisable to ensure that the Commuter Rail IT Environment, and all components within it, operate as intended and as reasonably expected by the MBTA. By way of clarifying example, and not limitation, the Operator shall be solely responsible for integrating all portions (including those portions introduced after the Agreement Services Commencement Date) of the New IT Component Environment into the Commuter Rail IT Environment.
The Operator Chief Information Officer (the “ Directory: uploadedfiles -> Business Center -> Bidding and Solicitations uploadedfiles -> Corbicula an annotated bibliography 1774 2005 uploadedfiles -> Harold j. Brody, md uploadedfiles -> Kerry B. Dumbaugh uploadedfiles -> Executive Summary uploadedfiles -> Board meeting of march 3, 2010 uploadedfiles -> University of north florida facilities inventory validation uploadedfiles -> Duplin county Bidding and Solicitations -> Commuter rail service improvement plan Download 2.72 Mb. Share with your friends:
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