Web Services

Web Services manages maryland.gov - the State’s Internet portal - as a central location for citizens to access services provided by enterprise state agencies. Web Services operates an enterprise content management platform for hosting of agency websites. The division administers standards and guidelines for agency web sites, accessibility, graphics, social media and statewide web applications.

Business Productivity Platform Services

Service

Description

The Maryland Department of Information Technology (DoIT) offers configuration, development and support of business productivity solutions using Microsoft Dynamics 365. These solutions allow for the rapid development of customized customer service, products and sales, and case management to meet business needs.

Features and Benefits

Business analysis assistance to identify and document customer’s business needs and goals
Database migration assistance
Database development
Reporting utilizing Microsoft SQL Server (SQL Server Integration Services (SSIS) and SQL Server Reporting Services (SSRS))
Integration to third-party applications and Software-as-a-Service (SaaS) using Application Programming Interfaces (APIs), web services and data transformations
Consulting (Expand to customization of workflows, etc)
Coordination with vendors and contractors for deployment and development
Design data specific for data import and export
Shared Hosting Environment
Microsoft Dynamics 365 instances through DoIT’s Microsoft Enterprise Office 365 portal
Integration with other Microsoft Office 365 offerings
Planning, migration, redesign and new site development
Troubleshooting and fixes of stand features and functionality

Department Owner
Web Services

Service Owner
Carl Hobbs
carl.hobbs@maryland.gov
443-229-1381

Support Contact
DoIT Service Desk
service.desk@maryland.gov
410-697-9700

Status
Currently offered

Eligible Customers

Enterprise Agencies	Yes
Individual State Agencies	Yes
Counties	Yes
Local Municipalities	Yes
Public	No

Notes:
N/A

Service Prerequisites

Before service can be provisioned, the customer must meet the following requirements:

DoIT Provided Services	Customer utilizes DoIT’s Server and Storage Service
Technical	N/A
Non-Technical	Customer provides any existing system documentation, source code and copy of database. Provide three (3) customer contacts to be used as contacts for this service.

Notes:
Customers will approve and sign off a on Statement of Work (SOW) and service agreements.

Scope of Service

This section outlines the area of responsibility between the provider (DoIT) and the customer.

In Scope	Requirements Gathering Solution Development Operational Support
Out of Scope	Configuration and support of customer desktops (unless they subscribe to DoIT’s Desktop as a Service offering) Intranet/Extranet hosting (DoIT can provide these via Web Services)
Customer Responsibilities	Approve and sign SOW and service agreements. If web application is hosted outside of DoIT HSB, the customer agrees to coordinate necessary connections (account access, VPN) to servers. Perform user acceptance testing and approve deployment to production environment. Supply all existing source code, databases, system documentation, and access to site analytics of any existing website. Notify DoIT of any requirements to store sensitive, Personally Identifiable Information (PII), HIPAA compliance, section 508, and agrees to adhere to DoIT’s IT security policies. Report any request for service to the DoIT Service Desk. Once in production, provide testers for version upgrades and major patching activities.

Service Level Agreements

Category	Enterprise Customer	Standalone (Non-Enterprise) Customer
Response/Resolution Time	Response time: Within 2 hours Resolution time: 2 business days	Response time: Within 2 hours Resolution time: 2 business days
Capacity	See Pricing Guide	See Pricing Guide
Support Hours	7AM - 9PM Monday - Friday	7AM - 9PM Monday - Friday
Maintenance Schedules	Scheduled with customer	Scheduled with customer
Upgrades and Refreshes	Scheduled with customer	Scheduled with customer

Notes:
N/A