Word/phrase Definition
Acquisition planning The process of selecting the team and determining the scope for a procurement
Acquisition team The individuals that will participate in and guide the procurement
Configuration Selecting prebuilt features, such as modules, that provide specific functionality in a software product
Customization Making unique changes to a software product to add functionality
Market research The process of gathering, analyzing and interpreting information about a market or about a product or service to be offered for sale in that market
Memorandum of understanding (MOU) A type of agreement between two or more parties that indicates an intended common line of action
Performance work statement (PWS) A document that summarizes the work that needs to be done for a contract, including scope and performance requirements
Procurement The process of finding and agreeing to terms, and acquiring goods, services or works from an external source, often via a competitive bidding process
Project sponsor Individuals who are most responsible and accountable for a successful project
Request for bids (RFB) A call to vendors to submit a proposal on a project for a specific product or service that is typically more focused on cost rather than conceptual ideas for the project
Request for proposals (RFP) A document that solicits proposals, often made through a bidding process, by an agency or company interested in procurement of a commodity, service or valuable asset, to potential suppliers to submit business proposals
Request for quotes (RFQ) A business process in which a company or public entity requests a quote from a supplier for the purchase of specific products or services
Solicitation document A document that identifies the purchase and purchase requirements, and outlines a process each offerer must follow when submitting a formal bid or proposal
Statement of objectives (SOO) Identifies the broad, basic, top-level objectives of a procurement and is used as a focusing tool
Statement of work (SOW) A narrative description of a project’s work requirement that defines project specific activities, deliverables and timelines
Support Services being provided in support of people and your program
Maintenance Maintaining software, servers and/or communications infrastructures
Upgrades Routine improvements to software in terms of improved or new features/functionality
Enhancements Changes to software requested by the jurisdiction to meet specific jurisdictional needs
Bugs An error, fault, mistake or defect that causes an unexpected or erroneous result or output

Notes on possible definitions for contractor services

Unfortunately, no industry standard definitions exist for contractor services related to information systems or maintenance and support contracts. The following are provided merely as a starting place for you to define them for yourselves based on your needs and assuming no such definitions are available from within your jurisdiction.

Support generally refers to services being provided in support of people and your program, such as working with you to develop training plans or content, providing tier 3 help desk services, or working with you to test and refine forecasting rules.

Maintenance typically refers to maintaining software, servers and/or communications infrastructures; in other words, it’s more about objects than people. It can be defined so as to include software upgrades, or upgrades can be defined separately (see below).

Note: The distinction between “services” and “maintenance” can often be quite blurry.

Upgrades could be defined as routine improvements to software in terms of improved or new features/functionality.

Enhancements could be defined as changes to software requested by the jurisdiction to meet specific jurisdictional needs. Enhancements would typically be beyond configurations enabled by the software itself by requiring the vendor to make changes to program code or rules. Enhancements would typically require change requests.

Bugs could be defined as an error, fault, mistake or defect that causes an unexpected or erroneous result or output.


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