** Archive **
APMTL 228 (Service Level Agreements for MIS Products and Services to County Agencies Update)
Administrative Procedure Manual Transmittal Letter No. 228
August 30, 2001
TO: Administrative Procedure Manual Holders County Departments of Job and Family Services County Child Support Enforcement Agencies Public Children Services Agencies Ohio Job and Family Services Directors Association Ohio CSEA Directors Association Public Children Services Agencies of Ohio
FROM: Greg L. Moody, ODJFS Director
SUBJECT: Service Level Agreements for MIS Products and Services to County Agencies Update

The attached documents contain updated language to the Administrative Procedure Manual (APM). 9700. , effective July 1, 2001, regarding ODJFS Service Level Agreements (SLA).

An SLA represents an agreement between a service provider and customer, developed customarily in writing, clarifying the roles and responsibilities between designated parties and outlining mutual expectations. The ODJFS SLA specifies what county agencies can expect from ODJFS regarding computer system response, equipment, support, availability, and what ODJFS can expect from the counties regarding equipment, maintenance, user support and information technology security.

The purpose of the SLA is to document how current roles and responsibilities for MIS products and services are shared between ODJFS and county agencies. SLAs will not identify new products, services, or initiatives.

ODJFS MIS has developed an updated SLA for FY 2002-03 in order to continue our efforts to improve customer service for county agency partners. For FY 2002-03, there will be 5 levels of SLAs. Depending on the level negotiated between MIS and a county agency, the roles and responsibilities will vary. Generally, the higher the level of SLA obtained (1-5), the more network administrative rights, financial, and general responsibilities the county agency will assume.

Changes in ODJFS' SLA Program for FY 2002-03 include:

  • Technology and Service Support Program (TSSP) will form the equipment supply and services part of the SLA; and
  • Introduction of SLA Levels 4 and 5.

Additionally, in response to comments received during the APM clearance process, a few modifications to the supporting documentation have been made:

  • Regardless of the selected SLA Level, ODJFS will provide a workstation allowance for county agency specified uses. This allowance will equal 10% of the county agency's Full Time Direct Employee count (FTDE x 10%) less the number of workstations that exceeds the county agency's Full Time Employee (FTE) count;
  • Regardless of the selected SLA Level or the TSSP, if ODJFS provided workstations (not funding for workstations but actual workstations) to county agencies that are deemed obsolete by MIS, ODJFS will replace those workstations according to the MIS obsolescence schedule; and
  • A county agency who desires to be a SLA Level 2 must have a network administrator. A network administrator is defined as a person trained and certified as one or more of the following: Certified Novell Administrator (CNA) Version 4.x or higher, A+, N+, Microsoft Certified Professional (MCP), Cisco Network Administrator (CCNA), or personnel who attended ODJFS-sponsored CNA training offered by Babbage-Simmel.

Each county agency must enter into an SLA. MIS representatives and county account managers will be in contact with county agencies prior to July 1, 2001, to establish the appropriate level for each county agency.

The ODJFS InnerWeb site https://innerweb.odjfs.state.oh.us/omis/sla provides links to the SLA and SLA supporting documentation.

Questions regarding the SLA Program should be directed to Mary Kay Purdy or Alison Turner of MIS via phone 614-466-2303 or via GroupWise at "SLA Compliance Program".

Instructions:

  • Please remove the pages headed April 1, 1998, APMTL 191, APM.9700., and replace with the attached pages.
  • Please place the Service Level Agreement forms in Appendix B of your manual.