Download the complete service offering docx format of viewdirect_content_mgmt_services_definition.doc

 


1. Description of Service

MassIT provides access to archived reports, documents, audio/video files, images etc, via ViewDirect Content Management solution. 

This service includes:

ViewDirect Database Management:

Report definition

  • Report ID
  • Archive name template used for chargeback
  • Report retention
  • Indexing - either section or enterprise indexing

Recipient definition

  • Customers Universal Access ID (UAID)
  • Customer name
  • Customer department
  • Customer address

Hard copy distribution

  • Centralized printing to production printers in Chelsea Data Center
  • Customized packet production of reports/letters/mailers, etc.
  • Reprint full, partial or individual pages damaged in printing/mailing process

Document Printing for direct mail. (internal and external customers)

  • Customer will first test document with Viewdirect team
  • Coordinate with Interchange team to define folders to sftp documents to MassIT
  • Viewdirect will securely “get” files, process and spool to the printers

Archive management

  • Migrate long-term archives to new media
  • Consolidate offsite archives to high capacity tapes

Viewing access - administered by MassIT Security Group

  • Define viewing profiles
  • Assign access via RACF on mainframe
  • Grant individual viewing access for some non state-wide reports

Version maintenance

  • Delete report versions per customer request
  • Increase or reduce the retention of existing archives

 

Monitoring and support for daily scheduled batch processes:

  • Report archive creation and print distribution throughout the day
  • Daily archive migration process 
    1. Copy archives to virtual tape media for long-term storage
    2. Copy archives to tape media for offsite Disaster Recovery storage
    3. Purge expired archives
  • Replication process of archives created on Windows ViewDirect to main repository
  • Daily viewing statistics
  • Daily backup/reorganization of repository databases

Note: This service does not include coverage for Disaster Recovery.
 

Support services include:



 

2. Service Targets and Metrics

Targets

Service Requirement

Description

Service AvailabilityService availability hours are 7:00 AM - 5:00 PM, Monday to Friday excluding holidays and planned maintenance (1:00 AM - 3:00 AM) and unplanned outages. Customers provide MassIT with a 4 hour window within normal service hours each month for systems maintenance.
Incident ManagementMassIT Service Management Office has standard processes to managing incidents, requests, change orders and problems.

Outages or urgent issues should be reported by phone to receive the quickest response 1-866-888-2808.

 

Metrics

Performance

Description

Measurements

Unique Users Unique users that used DocumentDirect in the past 12 months.2,625
Total pages viewed The Total number of pages viewed on-line using DocumentDirect in the past 12 months.1,571,144
Total times reports viewed The total number of times reports were viewed online using Document Direct in the past 12 months.358,623

Availability

Description

Measurements

 Service availability DocumentDirect  viewing access and report processing and archiving  are generally available 24x7x365  with the exception of nightly system maintenance windows of 30-90 minutes 95%

 


3. Service Reporting

The following reporting information is provided to customers as part of this service:
 

Report

Description

Reporting Interval

RECXREF

Various recipient cross reference reports.

 

Monthly request through ViewDirect
REPXREFVarious report cross reference reports.Monthly request through ViewDirect
VIEWRETThe retention in days of each report stored in ViewDirect.Monthly request through ViewDirect
VIEWSTATThis report contains daily viewing statistics.Daily request through ViewDirect
VIEWST01This report contains month to date viewing statistics.Monthly request through ViewDirect
VIEWST02This report contains year to date viewing statistics.Monthly request through ViewDirect


 

 

4. Service Requests

COMiT Service Requests*

Description

Lead Time-Business Days

Add a New Report for ViewDirect/Doc Direct

View Direct or Document Direct is an online report viewing and hardcopy report distribution system.  This service request includes:

  • Add new report
 
5 Days
View Direct Routine Requests

This request is to modify viewing access and create an enterprise index.  This service request includes:

  • Add viewing access to a particular report
  • Create an Enterprise index
  • Delete Report Versions for customer
 
10 Days

*For new service requests only. To manage existing requests, please log into COMiT.

 


5. Customer Responsibilities

The customer will provide all key characteristics of the report content as well as the recipient UAID, name and address.  For hardcopy distribution of documents the customer will provide detail on what is to be printed (entire document or particular sections).  The customer must submit viewing requests through the Security Group and define the viewing profile to Security.

For your convenience, you may view a detailed list of customer responsibilities docx format of viewdirect_content_mgmt_services_definition.doc

 

 


6. Chargeback Rate Information

For more information on Chargeback, including an overview of the program as well as current and previous fiscal year rates, please visit our Chargeback Services webpage.

  


Updated September 03, 2015
Reviewed September 03, 2015
Published August 14, 2009
Created July 6, 2009: Information provided by the Operations Team