Section Reviewer Page Date Original Comment Last Reply Author Last Reply Date Remdiated Last Reply Text                                                                                                                                                                                                      
(No Section Found) McCauley, Shawn 1 5/21/2025 7:58 Required: Add UOC to the title to distinguish this PD-14b from other modules PD-14bs. Michelle Newbold ########## 1 Added “FX Service Desk” to title based on discussion with Shawn via email on 6/6/25.
Remediated. 
(No Section Found) Klinger, Stephanie 2 5/22/2025 14:12 Required: The revision history for the PD-14a should not be removed for historical purposes. Michelle Newbold ########## 1 The revision history for the PD-14a has been added back.  Reviewed and discussed with IV&V.  Remediated. 
(No Section Found) Klinger, Stephanie 2 5/22/2025 14:10 Required: Please review this document and add first references for acronyms missing a first reference as per the FX Program Style and Writing Guide, Section 2.5, where Appendix C provides common examples. Stephen Mitchell ########## 1 All acronyms are defined upon their first use. Per FX standards
(No Section Found) Klinger, Stephanie 2 5/22/2025 14:11 Required: Please review spelling and grammar in this document using the FX Program Style and Writing Guide to make any necessary changes (e.g., punctuation, acronyms, bullet formatting, spaces). Michelle Newbold ########## 1 Verified and corrected all spelling and grammar to align with FX standards.  Remediated. 
(No Section Found) White, Katelyn 55 5/9/2025 8:28 Deliverable Reviewers self-classify their comments (Add type, listed below, as first word in comment, in both comment tracker and Word documents):
Critical: The resolution of these comments, including clarifications, is essential and must be completed to approve deliverable. Discussion with the vendor is likely required to resolve.
Required: (Documentation/corrections/formats) The resolution of these comments, including clarifications, is important and necessary to approve the deliverable. Conditional approval to move forward - project tasks dependent upon the approval on this artifact can commence. This artifact will be eligible for payment upon final approval. 
Suggestion: The resolution of these comments is not necessary for the approval of the deliverable.
Clarification: The resolution of this comment is dependent on discussion between Deliverable Reviewer and vendor. Vendor to reach out to the Deliverable Reviewer to discuss further PRIOR to remediation and resubmission. Vendor to update comment(s) with discussion notes.		 1 Unpremeditated
Section Section 1 INTRODUCTION Sidana, Parampreet 55 5/22/2025 15:35 Required - this document does not refer technical release notes and user friendly release notes process, which is required to be delivered on the day of deployment.

Also Notification section of this document needs to be updated and refer the process for requesting and creating the notifications for upcoming releases and release deployment notifications along with release notes.

As we had discussed, that Notification section should also include standard text for all the releases from any vendor perspective to make it a product like delivery of release updates.		 Sheniqka Miller ########## 1 Per Sara Echeverri:

D365 cannot access the Agency’s Active Directory.

Once ISIP gives UOC all contact data and RBAC groups per user, our goal is to modify notifications to be sent based on RBAC group.
Section Section 1 INTRODUCTION Klinger, Stephanie 56 5/22/2025 14:14 Clarification: Should this also be provided for Agency personnel? Ashley Miller ########## 1 Sentence has been updated to replace UOC personnel with front-end users that includes any users of the system.
Section Section 1 INTRODUCTION Klinger, Stephanie 57 5/22/2025 14:16 Required: All referenced documents should be included in this section, which includes FX Foundation Release and FX Service Desk Release documents (PD-8b-1, PD-8a, etc.). Please correct. Michelle Newbold ########## 1 Reference documents for both FX Foundation Release and FX Service Desk Release have been included.
6/6 Remediated with IV&V.
Section Section 1 INTRODUCTION Klinger, Stephanie 57 5/22/2025 14:17 Clarification: The list dependencies are statements. What are the actual dependencies? Michelle Newbold ########## 1 6/6 Dependencies for UOC operations and maintenance have been added. 
Remediated with IV&V. 
Section Section 1 INTRODUCTION Klinger, Stephanie 58 5/22/2025 14:17 Clarification: How would the FX ERB and/or FX CMB impact the UOC Vendor meeting their SLMs? Michelle Newbold ########## 1 6/6  Removed reference to  assumption.
Remediated with IV&V. 
Section Section 1 INTRODUCTION Klinger, Stephanie 59 5/22/2025 14:18 Clarification: Please clarify the type of dependencies.  Michelle Newbold ########## 1 Sentence added in “Dependencies” section.  See yellow highlight. 
Section Section 1 INTRODUCTION Klinger, Stephanie 59 5/22/2025 14:18 Clarification: What does UOC classify as uncontrolled changes? Please clarify. Stephen Mitchell ########## 1 By “uncontrolled changes,” we mean changes made by outside groups — like AHCA IT, vendors, or other agencies — that are not reviewed or approved by the UOC team before they happen. These changes can affect how our systems work, especially when they impact tools the UOC relies on, like ServiceNow or ForgeRock. If those systems change without notice, it can delay how quickly we resolve tickets or meet our service level goals. That’s why we listed this as a constraint in Section 1.8 — it’s something outside our control that can affect UOC operations.
Section Section 1 INTRODUCTION Sidana, Parampreet 59 5/19/2025 10:50 Required - Please elaborate, How these risks will be mitigated? What are the steps have been taken and will be taken to mitigate these risks?  Michelle Newbold ########## 1 The third bullet was removed as it is not a valid risk and we elaborated on the processes in  place to minimize or mitigate the risk. 
Section Section 2 ROLES AND RESPONSIBILITIES Klinger, Stephanie 61 5/22/2025 14:19 Clarification: Should there be other stakeholders listed or is the comma a typo? Michelle Newbold ########## 1 6/6 Comma replaced with closed parenthesis.  Remediated with IV&V. 
Section Section 2 ROLES AND RESPONSIBILITIES Sidana, Parampreet 64 5/19/2025 13:46 Required -  Please clarify, who will notify for the update of existing articles, documents? What’s the process for that? Its not listed in responsibilities. Alisha Linton ########## 1 This is all internal communication (i.e., no SD tickets necessary). For LH content, when an artifact/article that's also located in IH is updated, the Content Manager notifies the IH Administrator and the updates are made. See appropriate processes (ex: 6.1.2.2.1 (LearnHub) or 6.1.2.3 (InfoHub) 
Section Section 2 ROLES AND RESPONSIBILITIES Sidana, Parampreet 64 5/19/2025 13:42 Required - Same comment as learn hub, Please clarify, who will notify for the update of existing articles, documents? What’s the process for that?  Alisha Linton ########## 1 This is all internal communication (i.e., no SD tickets necessary). For IH content, when an artifact/article that's also located in LH is updated, the Content Manager notifies the LH Administrator and updates are made. See appropriate processes (ex: 6.1.2.2.1 (LearnHub) or 6.1.2.3 (InfoHub) 
Section Section 3 FX UOC OPERATIONAL MODEL Sidana, Parampreet 68 5/19/2025 14:33 Clarification - Please clarify the process, Tier 2 and final Business owner Tiers both have vendors, if a ticket is already transferred to vendor at Tier 2 level, what will be done by the vendors at the business owner level?                        Michelle Newbold ########## 1 6/5 Removed section and replaced by FL UOC Operational model.  “Tiers no longer applicable.  Remediated with Parampreet. 
Section Section 3 FX UOC OPERATIONAL MODEL Edwards, John T. 69 5/20/2025 14:41 Required: IT (SW, JE, LF, JD, CP, RD) The document appears to be too long or has too many edits to review effectively.  The document quality is poor.  This impedes the review process. Edwards, John T. ########## 1 IT (JE) The document now opens and navigates better.  
Section Section 3 FX UOC OPERATIONAL MODEL McDaniel, Dan 69 5/20/2025 9:23 Clarification:  Does this mean managing access at the CRM level or by requesting changes at the ForgeRock RBAC level (meaning someone else is performing the provisioning and de-provisioning at the request of this person)? Stephen Mitchell ########## 1 This comment does not appear to relate to Section 3 FX UOC Operational Model
Section Section 3 FX UOC OPERATIONAL MODEL Klinger, Stephanie 73 5/22/2025 14:20 Required: IV&V recommends the UOC Vendor verify if something is missing from the 4th box under Contact Center Unit as it’s blank. Please verify and update accordingly. Stephen Mitchell ########## 1 Exhibit 2-2: UOC Vendor Organizational Chart correctly updated. 
Section Section 3 FX UOC OPERATIONAL MODEL McDaniel, Dan 118 5/20/2025 10:00 Issue:  There is no visible page break, but the SharePoint version is switching from page 67 back to page 1 in this paragraph.  I’m getting lost in the document. Michelle Newbold ########## 1 Page break was entered. Remediated.
Section Section 3 FX UOC OPERATIONAL MODEL Bandari, Naveen 127 5/23/2025 17:12 Please add language on the accessibility compliance ensuring the solution meets the accessibility standards of 508 and WCAG.  Also I did not see security policies and controls for encryption to ensure data is encrypted both in transit (HTTPS with TLS 1.2 or higher) and at rest (AES 256-bit encryption). Stephen Mitchell ########## 1 Added reference  to PD-8b and PD-11b, which govern FX UOC’s system-level design, requirements, and testing procedures concerning Section 508 and WCAG standards in bullet point: Accessibility Compliance.

Encryption and security controls, are further updated in bullet point: Data Encryption Protocol
Section Section 3 FX UOC OPERATIONAL MODEL McDaniel, Dan 132 5/20/2025 9:56 Clarification or Suggestion:  Is “workstation provisioning” a way of saying “provide a laptop for a new user”?  This is not a request ServiceNow entertains.  Maybe it is AHCA IT HD or Jira? Ashley Miller ########## 1 ServiceNow was included in error as it is not a FX UOC System therefore this content was removed.
Section Section 3 FX UOC OPERATIONAL MODEL Sidana, Parampreet 140 5/21/2025 9:01 Clarification - How it will be measured? What is the process and where its documented? Alisha Linton ########## 1 See section 3.8.12: The report from the Service Desk support tickets will produce the data needed to view information and quantity of ticket types. The report will be given to the quality and training managers. This will allow the quality department to collaborate with training to ensure that those areas are being reviewed. The data collected regularly will ensure that material that is being utilized and created appropriately. This data also ensures the areas with the most frequent ticket types are being reviewed and trained upon.  
Section Section 3 FX UOC OPERATIONAL MODEL Wortman, Stefanie 145 5/12/2025 15:39 Clarification: Is this a repeat of Section 3.7? Michelle Newbold ########## 1 6/9 3.6 is Training, 3.7 is Omnichannel workforce management within Genesys cloud. 
Remediated with Stefanie W. 
Section Section 3 FX UOC OPERATIONAL MODEL Sidana, Parampreet 148 5/21/2025 9:11 Clarification - Which is this tool? Michelle Newbold ########## 1 6/5 The tool is the Training Needs Analysis.
Remediated with PS. 
Section Section 3 FX UOC OPERATIONAL MODEL Bandari, Naveen 149 5/23/2025 17:36 Please add training objectives, needs assessments like use of surveys, interviews or performance data to inform the training focus. Align the objectives with FX needs , and ACHA program requirements Alisha Linton ########## 1 This is a high level overview. The information you are looking for is in the Training Plan document.
Section Section 3 FX UOC OPERATIONAL MODEL Sidana, Parampreet 157 5/21/2025 9:19 Clarification - The entire section 3.7 to 3.10.10 is about training, Please clarify How it is different from the contents in the training plan and what’s the intent?

Secondly, it appears most of it will be pre- deployment, please clarify the relevance during O&M phase? Or is there a plan to hire more staff after go live?		 Alisha Linton ########## 1 Section 3.8 details about the FX Learning System and the process and procedures within. Upon updates to appropriate training material, communications (ie email/ InfoHub articles/ Job Aides) will be dispersed to those impacted. Also updates to training materials in the Learn Hub (LMS) will take place.
Workarounds are temporary solutions to problems that are in the system. Upon the system being updated or “fixed” that team will then provide guidance on the correct process and if a change in training is needed, then updates will be done. See appropriate processes (ex: 6.1.2.2.1 (LearnHub) or 6.1.2.3 (InfoHub)
We had requests to include training details in the 14b, and have accommodated this request by including similar content to the training plan.
 
Finally, there is a plan to hire additional staff after go-live to support the release.
Section Section 3 FX UOC OPERATIONAL MODEL Sidana, Parampreet 158 5/21/2025 9:22 Clarification - are these ** have any explanation or conditions? Braxton Wilson ########## 1 Removed
Section Section 3 FX UOC OPERATIONAL MODEL Bandari, Naveen 161 5/26/2025 19:00 Please ensure to meet agency’s performance standards that are documented by Donny .  0 Unpremeditated
Section Section 3 FX UOC OPERATIONAL MODEL Bandari, Naveen 164 5/23/2025 17:44 Please include language on network, application , data and endpoints  this will protect against threats even if one layer is breached. Alisha Linton ########## 1 Included language as requested for the Learn Hub (Docebo) LMS 
Section Section 3 FX UOC OPERATIONAL MODEL Olson, Mark 166 5/23/2025 13:24 Required: when will agency see/review templates? @Lopez, Bridget  Ashley Miller ########## 1 This information was reviewed and approved during the FX Foundation Release where templates were reviewed as part of that releases content.
Section Section 3 FX UOC OPERATIONAL MODEL Massey, William (Mike) 172 5/15/2025 14:18 Clarification:  In MSD there is a ticket type called “Info Hub”, and a ticket category of “New InfoHub Article Request”.  Will these not be utilized for requesting new Info Hub articles and sending these requests to that team’s queue.  If you use the SD ticket for this purpose, there will be tracking and reporting.  If we send an email we lose that, right?  If not using the ticket process, please detail the process of “The designated Vendor Content Creator assesses the request”.  How are they designated, etc?  Do they just come in, open the email, and pick the one they want to work? Alisha Linton ########## 1 The Service Desk Support Specialists do not close the ticket until the article is posted and they have an URL for the article. They then send the URL to the user and close the ticket. The user does not get to review the article as we send these to the Agency for review and approval before publishing. 
Section Section 3 FX UOC OPERATIONAL MODEL Klinger, Stephanie 173 5/22/2025 14:25 Clarification: Please clarify Vendor Content Creator? It’s unclear if this role has approval, our understanding is the Agency is the approver. Please advise. Michelle Newbold ########## 1 6/6 Discussed with IV&V. 
Section Section 3 FX UOC OPERATIONAL MODEL Massey, William (Mike) 173 5/15/2025 14:36 Clarification: So there is a ticket created in SD for these requests, but then the SD specialist has to manually copy and paste the ticket information into an email to get to the correct people for creation and approval?  Why is this not automated? Alisha Linton ########## 1 We are working withing the constraints of our system. Currently, this approach is the best available solution.
Section Section 3 FX UOC OPERATIONAL MODEL Massey, William (Mike) 173 5/15/2025 15:30 Required:  Change number to “2”. Stephen Mitchell ########## 1 Corrected                                                                                                                                                                                                        
Section Section 3 FX UOC OPERATIONAL MODEL Klinger, Stephanie 174 5/22/2025 14:26 Required: Should these be in a bullet format? If yes, IV&V recommends correcting the formatting. Michelle Newbold ########## 1 6/6 Corrected to bullets. Discussed with IV&V. 
Section Section 3 FX UOC OPERATIONAL MODEL Sidana, Parampreet 174 5/21/2025 11:22 Clarification - Will it require an SD ticket to be created? If yes, then Who will create the ticket and when? What will be the process to update the existing artifacts/ documents/training materials, is missing?  Alisha Linton ########## 1 Added clarifying details for this bullet.
Section Section 3 FX UOC OPERATIONAL MODEL Sidana, Parampreet 174 5/21/2025 11:19 Required - The explanation does not reflect about the frequency, rather relevancy and effectiveness. It must be updated accordingly. Alisha Linton ########## 1 Added clarifying details below this bullet.
Section Section 3 FX UOC OPERATIONAL MODEL Massey, William (Mike) 178 5/16/2025 7:41 Required: Correct numbering in this section. Stephen Mitchell ########## 1 Corrected                                                                                                                                                                                                        
Section Section 3 FX UOC OPERATIONAL MODEL Sidana, Parampreet 190 5/21/2025 11:28 Required - It should also include how many times and why each document is revised/updated for accuracy, to find out common issues, which can help in eliminating such issues for future creation of the documents and eliminate similar errors for all future updates and creation and adds to standards. Alisha Linton ########## 1 Discussed with Jordan Baugher for clarity. The author has the freedom to choose whether to increment the article to a new major or minor version, Microsoft's guidance recommends using a major version increment for feature changes and minor versions for small UI changes that don't affect core functionality in the product being described. The 'how many times and why' are not really captured in the versioning, but we have the ability to add notes and could include this information in the notes.
Section Section 3 FX UOC OPERATIONAL MODEL Dyer, Alicia 195 5/23/2025 12:49 Required:  Each article must have a business owner.  You are missing the steps where business owner(s) review and validate accuracy. Alisha Linton ########## 1 Added a role for Business Owner to include the responsibility of validating content. We have added this to the metadata tags in the artifacts as well. 
Section Section 4 SYSTEM ARCHITECTURE AND HOSTING OPERATIONS French, Shaun 203 5/26/2025 23:40 Required: This refers reader to the Appendix L, while appendix L refers back to here for content.  All of these sections where the O&M manual refers readers to the appendices, and vice versa, need to be reviewed to make sure they are in agreement with what content is where. Ashley Miller ########## 1 Section does not serve any value and has been removed. Please leverage the actual appendix referenced. Please note, section 18 outlines the breadcrumbs to find all appendices associated with this document.
Section Section 4 SYSTEM ARCHITECTURE AND HOSTING OPERATIONS Bandari, Naveen 207 5/23/2025 17:52 Please add a section how the user roles and access types are managed thru idAM using FordgeRock at a very high level. Stephen Mitchell ########## 1 A new summary paragraph is added above Exhibit 4-2: to clarify Identity and Access Management (IDAM). 
Section Section 4 SYSTEM ARCHITECTURE AND HOSTING OPERATIONS Bandari, Naveen 211 5/23/2025 14:52 Please include post cutover activities , cut over execution steps  Ashley Miller ########## 1 This content was related and approved for the FX Foundation Release. 
Section Section 6 OPERATIONAL PROCEDURES Sidana, Parampreet 215 5/21/2025 13:29 Clarification - Please clarify, Just having an hourly meeting in a month is considered as operational procedure? Please clarify. Alisha Linton ########## 1 The purpose of the quarterly meeting is to provide status updates and proposed updates on trainings, materials, artifacts, and other relevant training needs. When the Agency identifies an immediate need, they can notify the UOC vendor to expedite this update, and we will use the correct process for Info Hub and Learn Hub updates to make this change (See section 6.1.2.2.4) . We will send out alerts to affected stakeholders as directed by the Agency. 
Section Section 6 OPERATIONAL PROCEDURES Sidana, Parampreet 215 5/21/2025 13:24 Clarification - Heatmap does not provide clarity for the in progress tasks, because from 1% to 99% it indicates the status as “Yellow”, which is not  clear indication of meeting the schedule. Hence it must clarified and be discussed with OCoE. As this is part of operational procedure.  Michelle Newbold ########## 1 Heatmap removed per Alicia 
Section Section 6 OPERATIONAL PROCEDURES French, Shaun 216 5/27/2025 0:08 Required: Could not locate. Ashley Miller ########## 1 Section does not serve any value and has been removed. Please leverage the actual appendix referenced. Please note, section 18 outlines the breadcrumbs to find all appendices associated with this document.
Section Section 6 OPERATIONAL PROCEDURES Sidana, Parampreet 219 5/21/2025 13:33 Clarification - Please clarify, if this will require to submit a SD ticket for updating the training material/documentation etc.? If yes, who will submit the ticket and when?

Secondly, as part of monthly releases, how the updates to training material will be done? That process is not defined. 		 Alisha Linton ########## 1 Updated to include the vendor inputs to the process.
Section Section 6 OPERATIONAL PROCEDURES French, Shaun 219 5/27/2025 0:10 Required: What is the procedures for detecting changes, and keeping articles up to date? Alisha Linton ########## 1 For IH, the procedure is to analyze feedback to detect changes and keep articles up to date. This feedback comes from inputs such as, but not limited to: quarterly reviews of content, tickets submitted to the SD using the “New Info Hub Article Request” ticket type (this isn’t just for creating new content, but for any change that needs to be made to existing content), comments submitted about an article in the IH system, and meetings with vendor partners to discuss current articles and upcoming content. For LH, the procedure is to analyze feedback submitted through course evaluations, quarterly reviews of training materials, meetings with vendor partners to discuss current and upcoming materials, and collaborative communication with the FX OCM Training Lead.
Section Section 6 OPERATIONAL PROCEDURES Sidana, Parampreet 222 5/21/2025 16:41 Clarification -
1)Isn’t UOC is the owner of Learn Hub to update the documents?

2)Thought its the first time I’ve learnt that HCA IT help desk will help in updating and archiving the training material/ documents?

3) Will there be a ticket needs to be created in SD or email to AHCA IT help desk for updating the documents?

4) What about the documents related to UOC, will UOC also reach out to AHCA IT Helpdesk for updates?		 Michelle Newbold ########## 1 AI- Update language related AHCA IT helpdesk. 
Section Section 6 OPERATIONAL PROCEDURES Massey, William (Mike) 223 5/22/2025 8:41 Required: should be SD ticket not an AHCA IT ticket. Alisha Linton ########## 1 Corrected the language and updated to say Service Desk ticket.
Section Section 6 OPERATIONAL PROCEDURES Massey, William (Mike) 224 5/22/2025 8:47 Required: any reference to InfoHub being updated using AHCA IT tickets should be changed to the SD. Stephen Mitchell ########## 1 Corrected                                                                                                                                                                                                        
Section Section 6 OPERATIONAL PROCEDURES Massey, William (Mike) 226 5/22/2025 9:42 Clarification:  Where is the thumbs up/thumbs down, etc., being reported if not here? Alisha Linton ########## 1 Added Article Feedback (includes thumbs up/thumbs down)
Section Section 6 OPERATIONAL PROCEDURES French, Shaun 228 5/26/2025 23:46 Required:  This redirects to a document that says “not applicable”.  All these copy and paste sections need to be reviewed to make sure they align with content of the appendix they’re referred to.  The Agency cannot QA all of this for the vendor but this isn’t acceptable. Stephen Mitchell ########## 1 Updated referenced appendices in this section  
Section Section 6 OPERATIONAL PROCEDURES French, Shaun 229 5/27/2025 0:12 Required: No mention of restart procedures in this document. Stephen Mitchell ########## 1 Added Restart Procedure to Appendix K - Omnichannel Runbook
Section Section 6 OPERATIONAL PROCEDURES French, Shaun 230 5/23/2025 17:15 Required: Verify these sections thaat refer to appendices actually contain details in the appendices.  My spot check shows the reporting one does not contain any info here as directed. 1 All appendix references in PD-14b have been reviewed and corrected to ensure accurate linkage to their corresponding Runbooks. Some referenced Runbooks are legacy artifacts that continue to reside in PD-14a, while others have been updated and are included in this PD-14b submission. Appendix references have been verified to align with their correct locations across both documents, ensuring clarity and traceability for reviewers. 
Section Section 6 OPERATIONAL PROCEDURES French, Shaun 231 5/27/2025 0:14 Required: No monitoring information here.  Ashley Miller ########## 1 Section does not serve any value and has been removed. Please leverage the actual appendix referenced. Please note, section 18 outlines the breadcrumbs to find all appendices associated with this document.
Section Section 6 OPERATIONAL PROCEDURES Sidana, Parampreet 233 5/21/2025 16:58 Clarification - Not sure how it become 10 weeks prior, but Its actually 90 days or 12 weeks prior and 90 days post implementation.

According to SD project schedule, we are almost 10 weeks prior to go live, so which  activities have started?		 Michelle Newbold ########## 1 6/5 Time frame updated accordingly.  Remediated per Parampreet. 
Section Section 6 OPERATIONAL PROCEDURES McDaniel, Dan 236 5/20/2025 9:07 Clarification:  This (I assume) applies not to Info Hub but Learn Hub.  Please clarify any decision made to limit trainings based on RBAC roles.  Was it only for certain roles (such as CRM only)?   Michelle Newbold ########## 1 6/9 Updated to Learn Hub.  Remediated with Dan. 
Section Section 6 OPERATIONAL PROCEDURES French, Shaun 242 5/23/2025 17:40 Required: The network runbook has no information on backup procedures.  Only info on how to complete a backup.  And this entire section here is lacking detail. Stephen Mitchell ########## 1 Section 6.6, FX UOC Network Overview, is intended to provide a high-level summary of the network architecture and operational scope. Detailed procedures related to backup protocols, including execution and management, are documented in Section 18.2 and further elaborated in Appendix C – Network Runbook. We recommend referring to those sections for the comprehensive information the Agency is seeking. 
Section Section 6 OPERATIONAL PROCEDURES French, Shaun 242 5/23/2025 17:44 Required: The incident response document has very poor description on network related incidents.  The word backup only appears once, so there no detail on backup and failover procedures.  This entire document seems to be out of synch with the actual contents of the appendices.  The incident response plan of the networking runbook (appendix c) refers to the incident response plan for more detail, which is inadequate. Stephen Mitchell ########## 1 Section 6.6, FX UOC Network Overview, was included as a value-add reference to provide high-level insight into the FX UOC’s network architecture and operational scope. The section, along with its subsections, will be removed as the content is fully developed in Appendix C. and Appendix E.
Section Section 6 OPERATIONAL PROCEDURES French, Shaun 242 5/23/2025 17:47 Required: What are the methods of incident detection? Stephen Mitchell ########## 1 The methods of incident detection, along with all related network activities, are documented in full across the relevant sections of the O&M Manual. Specifically:
Section 18.2 and Appendix C – Network Runbook address network operations and monitoring practices.
Section 18.4 and Appendix F – Incident Response Plan Runbook outline incident detection, escalation, and handling protocols.
Section 18.6 and Appendix H – Contingency Planning Runbook cover broader preparedness and response strategies.
These sections were structured to provide detailed, authoritative guidance while keeping Section 6.6 concise and high-level for clarity.
 
Section 6.6 and its subsections will be removed as the content is fully developed in the Runbooks.
Section Section 6 OPERATIONAL PROCEDURES French, Shaun 243 5/23/2025 17:49 Required: Response times between which resources? Stephen Mitchell ########## 1 As noted earlier, Section 6.6 and its subsections will be removed as it is redundant to the content more fully developed in the associated Runbooks 
Section Section 6 OPERATIONAL PROCEDURES French, Shaun 245 5/23/2025 17:52 Required: This lacks detail.  What’s involvled in the incident review?  Who performs it?  What is the escalation path to get it to them for review?  What are the containment measures?  Where are the details on reporting to the agency and CISO?  What about breaches?  CSIRT? Stephen Mitchell ########## 1 The Security Incident Response Workflow diagram included in Section 6.6.6 was intended as a high-level visual to provide contextual value within the Operations and Maintenance Manual. However, Section 6.6 and its subsections are being removed to avoid redundancy, as the content is already covered in detail within the associated Runbooks. 
Section Section 6 OPERATIONAL PROCEDURES French, Shaun 246 5/27/2025 0:19 Required: I cannot find any of these detail procedural guidance in the network run book.  Please show me where?  The word latency doesn’t even appear in it, and outage only once, around Qualys info. Stephen Mitchell ########## 1 Section 6.6.5 Step-by-Step Instructions for Service Teams was developed as a value-added component to the O&M manual, offering a high-level overview of the FX UOC network and its operational framework. The section will be removed to avoid redundancy, as the content is already covered in detail within the associated Runbooks. 
Section Section 6 OPERATIONAL PROCEDURES French, Shaun 246 5/27/2025 0:21 Required: Unable to find escalation steps, advanced diagnostics or comprehensive breakdowns in network runbook. Stephen Mitchell ########## 1 Section 6.6 and its subsections are being removed to avoid redundancy, as the content is already covered in detail within the associated Runbooks. 
Section Section 6 OPERATIONAL PROCEDURES French, Shaun 246 5/27/2025 0:24 Required: The network’s runbook on incident response redirects reader to the incident response appendix, which itself only focuses on security incidents and not outages.  This is another reoccurring example of redirecting reader to things in a circular fashion, or to documents which do not cover that which they purport to cover. Stephen Mitchell ########## 1 Section 6.6 and its subsections are being removed to avoid redundancy, as the content is already covered in detail within the associated Runbooks. However, the comment is acknowledged and referred to the appropriate UOC SME.
Section Section 6 OPERATIONAL PROCEDURES McDaniel, Dan 248 5/20/2025 9:15 Required:  Please check page formatting and breaks here - this is showing as page 193 and the next page is showing as page 180 (I’m trying to keep track of where I am in this document and kept losing my place for this reason). Michelle Newbold ########## 1 6/9 Page formatting corrected. Remediated with Dan. 
Section Section 6 OPERATIONAL PROCEDURES Sidana, Parampreet 250 5/22/2025 9:14 Clarification - How will it align with monthly FX release management schedule? Michelle Newbold ########## 1 Per Sam’s email response: Genesys is cloud based SAAS.  **
Section Section 6 OPERATIONAL PROCEDURES Wortman, Stefanie 254 5/12/2025 16:24 Clarification: Should this section include any information on how UOC will support FX-wide DR testing? DR Test Results may be required by CMS as evidence of Condition for Enhanced Funding (CEF) 18. Stephen Mitchell ########## 1 Section 6.6 and its subsections, including 6.8.6 Disaster Recovery, were originally included to provide high-level context in the O&M Manual. However, to eliminate redundancy with the detailed procedures already documented in the associated Runbooks, this section is being removed. 
Section Section 6 OPERATIONAL PROCEDURES Bandari, Naveen 254 5/23/2025 11:04 Can you please include Metadata management section. This should show  how to improve data discovery and lineage tracking etc.. 1 The standalone Metadata Management section will be removed, as it was included in error and is redundant.
Section Section 6 OPERATIONAL PROCEDURES Stephen Mitchell 254 6/21/2025 18:48 The content previously located in Section 6.6 of PD-14a has been retained and is now located in Section 6.5 of PD-14b. Therefore, the statement “6.10 PD14A INCLUDED 6.6; THEREFORE, THIS MUST BE ADDED BACK” has been removed.  1 The content previously located in Section 6.6 of PD-14a has been retained and is now located in Section 6.5 of PD-14b. Therefore, the statement “6.10 PD14A INCLUDED 6.6; THEREFORE, THIS MUST BE ADDED BACK” has been removed. 
Section Section 6 OPERATIONAL PROCEDURES Stephen Mitchell 254 6/21/2025 18:58 This heading (6.10 FX SERVICE DESK OPERATIONAL PROCEDURES) has been removed because its content is fully developed and more appropriately detailed in Sections 10.2 through 10.6 and 10.8 of PD-14b. Consolidating this material under the main FX Service Desk section ensures clarity, reduces duplication, and aligns with the DED structure and expectations.  1 This heading (6.10 FX SERVICE DESK OPERATIONAL PROCEDURES) has been removed because its content is fully developed and more appropriately detailed in Sections 10.2 through 10.6 and 10.8 of PD-14b. Consolidating this material under the main FX Service Desk section ensures clarity, reduces duplication, and aligns with the DED structure and expectations. 
Section Section 1 DOCUMENTATION MANAGEMENT Wortman, Stefanie 264 5/9/2025 14:53 Clarification: Is this Appendix H - Contingency Planning Runbook (Continuity not in the title)? Does section refer to section within this deliverable? Its is currently 18.6. Michelle Newbold ########## 1 6/9 Tittle corrected Remediated with Stephanie.
Section Section 1 DOCUMENTATION MANAGEMENT Stephen Mitchell 265 6/2/2025 20:19 This table, originally referred to, has been removed as it is redundant to the preceding table (Exhibit 8-1: FX UOC Runbooks and Section References).  1 This table, originally referred to, has been removed as it is redundant to the preceding table (Exhibit 8-1: FX UOC Runbooks and Section References). 
Section Section 1 DOCUMENTATION MANAGEMENT Stephen Mitchell 265 6/2/2025 20:30 This table has been removed as it is redundant to the preceding table (Exhibit 8-1: FX UOC Runbooks and Section References).  1 This table has been removed as it is redundant to the preceding table (Exhibit 8-1: FX UOC Runbooks and Section References). 
Section Section 1 DOCUMENTATION MANAGEMENT Stephen Mitchell 265 6/2/2025 23:11 Parampreet, The table originally 8.3 is now updated to  8.1 1 Parampreet, The table originally 8.3 is now updated to  8.1
Section Section 1 DOCUMENTATION MANAGEMENT Michelle Newbold 265 6/5/2025 12:54 6/5 Remediated per PS.  1 6/5 Remediated per PS. 
Section Section 1 DOCUMENTATION MANAGEMENT Sidana, Parampreet 265 5/22/2025 10:54 Required - Please update, as its showing error. Stephen Mitchell ########## 1 Remediated - The table originally 8.3 is now updated to  8.1
Section Section 1 DOCUMENTATION MANAGEMENT Massey, William (Mike) 265 5/16/2025 8:07 Required: Correct reference sources on this table. Stephen Mitchell ########## 1 Exhibit 8-1 has been updated to reflect the correct reference appendices corresponding to each of the listed Runbooks, ensuring alignment with the most current and accurate documentation sources. 
Section Section 1 DOCUMENTATION MANAGEMENT Bandari, Naveen 265 5/26/2025 19:12 Please fix the error- source reference not found 1 Cross-reference removed. Exhibit 8-1 updated 
Section Section 1 DOCUMENTATION MANAGEMENT Michelle Newbold 265 6/5/2025 12:55 6/5 Remediated per PS.  1 6/5 Remediated per PS. 
Section Section 9 CONFIGURATION AND CHANGE MANAGEMENT Sidana, Parampreet 273 5/22/2025 10:58 Clarification - Which phase of testing this testing and validation of merge conflicts will happen? Michelle Newbold ########## 1 Email to Jordan and Team
Section Section 9 CONFIGURATION AND CHANGE MANAGEMENT Sidana, Parampreet 285 5/22/2025 11:56 Clarification - Does UOC not have its own training environment?   Michelle Newbold ########## 1 Email to Jordan and Team
Section Section 9 CONFIGURATION AND CHANGE MANAGEMENT Sidana, Parampreet 292 5/22/2025 11:52 Required - According to FX Release management  process there are Major, Minor, Patch and emergency  releases. Minor (Patch) releases mostly go through Dev -> ST -> SIT -> UAT -> Prod. Its needs to be aligned. Michelle Newbold ########## 0 Email to Jordan and Team
Section Section 9 CONFIGURATION AND CHANGE MANAGEMENT Bandari, Naveen 292 5/24/2025 7:21 After development is complete , Unit, SIT , UAT and then prod deployment , as per SDLC must be followed. The  flow below says after development of a hotfix the code is directly deployed to production. This shows SDLC is broken here. Please clarify. 0 Email to Jordan and Team
Section Section 9 CONFIGURATION AND CHANGE MANAGEMENT Massey, William (Mike) 293 5/22/2025 10:30 Required:  AHCA IT Helpdesk has no role in InfoHub or LearnHub outages. Braxton Wilson ########## 1 Removed this sentence.
Section Section 9 CONFIGURATION AND CHANGE MANAGEMENT Sidana, Parampreet 297 5/22/2025 12:25 Required - It should include Security test results as well. Michelle Newbold ########## 1 AI- This section will be removed as it will be in PD15 that comes after this one.  May remove if not part of 14a content.                                                                                                                                                                                   
Section Section 9 CONFIGURATION AND CHANGE MANAGEMENT Sidana, Parampreet 299 5/22/2025 12:29 Clarification - Why the reference to foundation release? Michelle Newbold ########## 1 AI- This section will be removed as it will be in PD15 that comes after this one.  May remove if not part of 14a content.                                                                                                                                                                                   
Section Section 9 CONFIGURATION AND CHANGE MANAGEMENT Sidana, Parampreet 300 5/22/2025 12:34 Clarification - Please provide the section of the test plan, where post implementation testing is detailed out? Stephen Mitchell ########## 1 Please refer to Sections 13.7 through 13.10 of PD-14b, which detail the FX UOC’s approach to post-deployment validation, monitoring, and continuous improvement. These sections collectively address the components of post-implementation testing by outlining how functionality is confirmed in production, user feedback is captured, and any required remediation is managed.
Following a production release, the FX UOC conducts structured post-implementation activities, including:
Monitoring KPIs, adoption metrics, and system logs through tools like Azure Insights and the Service Health Dashboard
Confirming system validation, data migration success, and access role provisioning
Capturing and triaging user feedback via Info Hub, Help Desk channels, and stakeholder outreach
Enforcing rollback readiness and contingency planning using snapshot and Go/No-Go protocols
Incorporating lessons learned into enhancement roadmaps and iterative support plans
This comprehensive framework ensures each deployment meets user expectations, performs reliably, and aligns with service-level requirements. Post-deployment support and results are documented as part of the release closure process.
Section Section 9 CONFIGURATION AND CHANGE MANAGEMENT Sidana, Parampreet 300 5/22/2025 12:41 Clarification - Where are the lesson learned stored on SharePoint? Are the lessons learned captured for Pilot, Email, IVR and other releases respectively?  Michelle Newbold ########## 1 Removed ‘Lessons Learned’ bullet point
(No Section Found) Wortman, Stefanie 312 5/12/2025 15:45 Suggestion: Recommend also citing Section 508 of the Rehabilitation Act as this is an important standard for CMS and included in the Conditions for Enhanced Funding. Michelle Newbold ########## 1 6/9 Section 508 cited. Remediated with Stefanie. 
(No Section Found) Massey, William (Mike) 317 5/22/2025 10:51 Required: Second box in workflow should refer to FX Service Desk, not ServiceNow. Stephen Mitchell ########## 1 Corrected image accordingly.
(No Section Found) McDaniel, Dan 318 5/20/2025 10:19 Clarification:  10.2.4 is a SD ticket overview - this point addresses how to create ServiceNow incidents via email.  Should this not address how to create tickets in SD?  It is a process explanation somewhere else that should address which tickets in SD are created in ServiceNow based on criteria described in that other section.  Michelle Newbold ########## 1 6/9 Added text creating tickets in SD.
Remediated with Dan. 
(No Section Found) Sidana, Parampreet 326 5/22/2025 13:03 Clarification - Isnt’ this repeating the similar as above?
/		 Michelle Newbold ########## 1 Remediated, duplicate content  has been removed. 
(No Section Found) Sara Echeverri 327 5/1/2025 18:18 Chat is not in scope please remove everywhere including diagrams - see above. Stephen Mitchell ########## 1 Refactored Exhibit 10-12: Genesys Omnichannel Integration with Service Desk
(No Section Found) Sidana, Parampreet 328 5/22/2025 13:10 Clarification - What about the metrices which were suggested and discussed during meeting with  @Massey, William (Mike) ? Michelle Newbold ########## 1 AI- Follow up for Braxton to align with Mike. 
(No Section Found) Sara Echeverri 348 5/1/2025 18:51 Supervisor or qa person would take this action. SDSS can report for qa review but we should not make it look like SDSS is responsible for self reporting Stephen Mitchell ########## 1 Refactored: Exhibit 10-19 QA Review and Closure Workflow
(No Section Found) Sara Echeverri 374 5/2/2025 13:39 It is the info hub team that reviews not the supervisor. Please update diagram Stephen Mitchell ########## 1 Refactored Exhibit 10-27: Info Hub Article Lifecycle Workflow
Section Section 11 DATA MANAGEMENT, SECURITY, AND PRIVACY Sara Echeverri 384 5/2/2025 13:47 Tickets are not logged in Service Now. We have FX Service Desk. Stephen Mitchell ########## 1 Refactored Exhibit 11-2: Tiered Incident Escalation Workflow
Section Section 12 SERVICE LEVEL AGREEMENTS (SLAS) REPORTING Dyer, Alicia 391 5/23/2025 12:53 Required:  Please list the operational reports you are providing to Agency Training Lead for Info Hub and Learn Hub that provide user generated feedback - thumbs up/thumbs down; comments on errors and same for LMS.  These need to be part of your SLA.  Your continuous quality improvement process needs to have errors corrected within days. Michelle Newbold ########## 1 6/10 The Training Delivery deliverable lists training-specific reporting for Info and Learn Hub. 
Note: Operational training reports will be listed in the PD13e-b Training Delivery deliverable 
Section Section 12 SERVICE LEVEL AGREEMENTS (SLAS) REPORTING Dyer, Alicia 393 5/23/2025 12:54 Required:  Please list the operational reports you are providing to Agency Training Lead for Info Hub and Learn Hub that provide user generated feedback - thumbs up/thumbs down; comments on errors and same for LMS.  These need to be part of your SLA.  Your continuous quality improvement process needs to have errors corrected within days. Michelle Newbold ########## 1 6/10 UOC Vendor will explore additional reporting options since the D365 knowledge base analytics is not available in the government cloud. 
Section Section 13 RELEASE MANAGEMENT Sidana, Parampreet 400 5/22/2025 15:06 Required - Security testing is missing. Michelle Newbold ########## 1 Email to Jordan and Team - AI- Confirm if in PD4, if not Add Security testing to this section. Define SOP for security.  
Section Section 13 RELEASE MANAGEMENT Dyer, Alicia 401 5/23/2025 12:57 Required: Missing Training Environment Michelle Newbold ########## 1 6/10 Updated to reflect the UAT Environment is the Training Environment. 
Section Section 13 RELEASE MANAGEMENT Sidana, Parampreet 403 5/22/2025 15:14 Required - Training, Security, performance testing are complete, as in some cases these could be done after UAT as well. Also, workforce readiness and communication should be completed and DR readiness as well. Michelle Newbold ########## 0 AI- Ok to remove this checklist section, Ashley will confirm if 14a content otherwise remove. 
Section Section 16 ALERTS AND NOTIFICATIONS Sidana, Parampreet 414 5/22/2025 15:29 Required -  This section is referring period of FX foundation release, which has to be updated according to current /future releases. As email distribution list is growing. Michelle Newbold ########## 1 6/5- UOC added distribution list to FX Announcements.- it contains the active FX users.  Remediated per PS. 
Count 107
Remediated 103 96.26%
Not Remediated 4 3.74%