Project Manager for Customer Reporting & Tracking Solution - Abacus Service Corporation

SERVICE TITLE: Project Manager for Customer Reporting & Tracking Solution
The Council is seeking a Project Manager to work with the Council's Procurement Department and Steering Committee to develop a scope of work and aid in the solicitation of a vendor and customer service technology platform. The Project Manager will develop the technical requirements and scope of work that will be utilized with a Request for Proposals for a Customer Reporting and Tracking solution. The Project Manager will also serve as a technical advisor for the evaluation of proposals and selection of a vendor. Highlight of Responsibilities and Skills Include: Expertise in customer service technology systems and related business processes Proficiency in technology review and automation assessment. Expertise in workflow automation and workflow architecture. Expertise in systems integration and platform evaluation. Strong analytical and problem-solving skills. Excellent communication and stakeholder management abilities. Experience with public sector technology systems procurement. Proven track record in IT project management and IT change management. Please see the attached scope of work for project details, requirements, and deliverables.
Estimate Start Date:
End Date:	12 months from the date the vendor is selected and awarded the contract
Work Location/Type:	Review the attached scope of work and respond to the requested requirements and deliverables within the proposal. The proposal response should include a work plan, key personnel, and the total cost of providing the requested requirements and deliverables.

Background: Metro Transit is responsible for managing and expanding the transit system in the Twin Cities metro area, and is seeking a highly skilled and experienced Program Manager specializing in customer service technology systems for staff augmentation. The Program Manager will support a critical initiative aimed at customer feedback collection, tracking, and response. The objective of this work is to enhance issue reporting and resolution through all channels, thereby improving overall customer experience and internal business operational efficiency. The Program Manager will possess expertise in technology related to customer service, technology automation, understanding systems integration, development of public sector technology solicitation materials, and the ability to evaluate various technology platforms to ensure that the vendor and product chosen are the most advantageous and meet the needs and requirements of Metro Transit.

Outcome: The goal is to engage a Program Manager who possesses the key skills and capabilities outlined in this document to act as the liaison between the Steering Committee and the Council Procurement Department. The Program Manager will also have the technical expertise to allow for the selection of the most suitable vendor and technology platform.
The selected Program Manager will work in close coordination with the Steering Committee and the Council Procurement Department to navigate the complex public sector procurement landscape. The tasks involved are developing technical requirements and collaborating with the Procurement Department to draft the necessary scope of work (note that the RFP itself will be written by the Procurement Department). The Project Manager will also serve as a technical advisor for the evaluation process.
Key responsibilities include:

• Expertise in customer service technology systems and related business processes.
• Proficiency in technology review and automation assessment.
• Expertise in workflow automation and workflow architecture.
• Expertise in systems integration and platform evaluation.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Experience with procuring public sector technology systems.
• Proven track record in IT project management and IT change management.

Task No. 1: Develop Technical Requirements

• Deliverable: Documented technical requirements for new systems, incorporating input from the Steering Committee and other internal stakeholders. In addition to this, the Program Manager must include language addressing the vendor's responsibility to demonstrate their capability in comprehensive planning for system implementation. This includes ensuring a smooth transition and continuous system functionality, encompassing vendor training and maintenance support.

Task No. 2: Develop the Scope of Work

• Deliverable: Develop a comprehensive scope of work that will be incorporated into the RFP document prepared by the Council's Procurement Department. Suggest potential evaluation criteria for the RFP that will be reviewed and approved by the Council's Procurement Department.

Task No. 3: Serve as a Technical Advisor for Proposal Evaluation

• Deliverable: Serve as a Technical Advisor for proposal evaluations and coordinate with Procurement regarding potential requests for clarification or interviews.

Additional Task: Understanding of current Software Automation and Workflows or Architecture:

• Deliverable: Assessment of existing software automation and identification of integration opportunities into the current IT infrastructure. Provide technical expertise and insight to prioritize needed Customer Relations technology systems to ensure vendor expertise in this area.

Expected Contract Duration: This role is expected to be completed within a 12-month timeframe, with the possibility of an extension if required and mutually agreed upon. Any contract extensions must be approved by the Council.
The Program Manager will serve as a key liaison between the Steering Committee, to assist in the procurement process to ensure the selection of the best vendor and platform suiting the needs of Metro Transit.
The table below represents estimated hours per task not to exceed a total of 12 months.

• Business Days in 12 Months:
  • Assuming an average of 22 business days per month (excluding weekends), we have: 22 days/month 12 months=264business days 22 days/month 12 months=264 business days
• Total Business Hours:
  • Each business day has 8 working hours.
  • Total business hours = 264days 8 hours/day=2112hours 264 days 8 hours/day=2112 hours

Estimated Total hours of 1056 business hours in 12 months with a Monday-Friday schedule. Anticipate break of out hours by task are as follows:

Task	Estimated Program Manager Hours
Project Coordination Support	200 hours
Project Kickoff Meeting	16hours
Project Coordination Team Meetings	100 hours
Supporting Coordination Meetings	100 hours
Support and Evaluate Procurement
Develop Technical Requirements	200 hours
Writing Scope of Work & Coordinating with Procurement	200 hours
Technical Assistance with Review and Evaluation of Proposals	400hours
Potential Vendor Interviews	300 hours
Vendor Selections	300 hours
Total Hours	2112 hours

Term of Engagement: The anticipated term is 12 months after the execution of the Council's Work Order and issuance of Purchase Order.