Description
The Missouri Department of Transportation is seeking a vendor to provide maintenance and support services for its Transportation Management System (TMS). The TMS is a complex system comprising multiple applications and components, including Adopt-A-Highway, Asset Management Associative, Bridge Management System, and many others. The vendor will be responsible for providing complete problem diagnosis, resolution, and repair of the TMS, as well as performing routine maintenance and support tasks. The contract period is for three years, and the vendor must be registered in MissouriBUYS, powered by MOVERS, to submit a proposal.
• The TMS system is relatively stable and does not see high volumes of tickets.
• Historical ticket volumes are identified in Attachment 3 – Historical Ticket Volumes.
• Increase in demand for TMS support can occur due to weather events and ticket urgency can be expected close to calendar and fiscal year ends.
• MoDOT defines severity/priority levels for TMS tickets as follows: Development SLA's align with the Service Management Office as Priority 1 - Application is down and immediate response is needed.
• The first level of support is provided by MoDOT’s TMS Help Desk or IS (Information Services) Help Desk.
• State agency staff traditionally work M-F 7:30-4:30 and are rarely required to work outside those hours.
• After-hours work is generally for deployments during non-business hours.