How will the service be delivered ?

We are a global services company in software applications outsourcing, software programming, application maintenance, IT consulting and project management consulting & training. We deliver our services to our customers in the following three core methods.

  • IT Staff Augmentation: We work with our clients in providing temporary staffing services in delivering enterprise IT solutions
  • Global Delivery Model: We are specialized in providing end-to-end implementations to our customers using our global delivery centers from India (Hyderabad) and US (Rochester). We provide analysis, design, implementation, testing and end-user training. This approach helps customers in achieving large economic advantage and also speed of implementation due to round-the-clock implementation and support services.
  • Consulting Services: We provide hourly based consulting services to our customer's on-demand basis; these services can be done remotely or on-site depends on the project needs.

How will the quality of work performed be assured ?

We have developed a methodical approach to ensure quality of our development, whether it's one consultant or 10 member team, our team first analyze the user requirements document, and develop a test case. The test case with various business test scenarios will be confirmed with business users or business IT people to ensure the development to be tested on outlined parameters in the test case document.

Once the first step is completed, our technical team follows the industry developed / agency specific standards to comply with the coding, user interface, and functionality standards.

In the final stage, once the development is done and tested against the standards, the QA team or a consultant follow the test inputs and scenarios to test the developed functionality and document the test results for confirmation.

How the Vendor will approach problem identification, tracking, and resolution ?

Problem Identification: We classify problems into three main categories; they are functional, technical, standards compliance. Each time, the QA process begins, our process ensures to go through a formal checklist of all the above three categories to ensure that we identify a problem before the work delivered to the client

Tracking: Every time the problem identified, we report the problem details into our 'Project Tracker' tool where we classify a problem appropriately. This problem tracking database not only helps the team to track all the reported problems, but also helps us uncover any trends that can be corrected proactively.

Resolution: Every problem report will be closed with a resolution. Everytime, a team reports a problem, first place to look at it would be 'Project Tracker', where if similar problem located, and then we have resolution available to make a quick fix. Not only a quick fix, but also helps us to diagnose the problem toward a permanent fix.

With 'Project Tracker' tool (internal tool), we were not only able to provide quick fix to the client, but also make the support process independent of the support team. We were able to reduce the support time by 50% over 18 months on support process due to the history available in our tracker tool.

How corrective action will be taken in situations where performance and/or quality of work does not meet the requirements and agency defined specifications ?

In case of shortfall of performance or unacceptable quality of work, we do the following one or all of three depends on situation:

  • We will immediately deploy additional resources or replacement of existing resources to correct the situation
  • We also absorb the additional costs associated in deploying temporary additional resources to correct the situation
  • Will document the lessons learned and make necessary steps to prevent any such events in the future

How the vendor will interface with client staff ?

We interact with designated client staff to coordinate the work to be performed. The client staff could be IT team, and/or non-IT team, depends on the contract need, we establish a clear line of communication so that all parties aware each of their responsibilities.

We are a global company and have an extensive experience in working with various cultures, clients, public enterprises. Our stakeholder management, formal communication channels, and friendly team make the interaction a productive and fruitful experience with state staff.

How status and progress will be reported ?

We follow a robust process in reporting a work status and timely progress reports to various stakeholders responsible in the agency.
Status reports: We establish a daily, weekly, monthly status reports for each support or development activity so that state staff at appropriate level will be communicated about the progress of the work. As part of our status communication plan, we also establish a list a deliverable for each status report.

We also link these status reports with agreed milestones to measure the progress of the project. Sample deliverable along with scheduled reports as follows

Daily reports: Weekly milestone get sub-categorized on a daily basis, so each work day it progress, the team sends daily report to the concerned state staff about the same.

Weekly reports: Weekly reporting status will be reviewed face-to-face or conference call with the designated state staff to review the weekly milestone against the progressed work. The team also confirms the timesheet hours for the same week and signs-off the work hours reported in that week

Monthly report: We gather key stakeholders responsible for the project and review the last one month progress in a meeting; we also identify areas of concern, discuss the path forward, and monitor the timeline to address those concerns. We take all the necessary inputs from the state staff to make it better for the future work.

Our Contacts

FlatMind Technologies Inc.
687,Lee Road Suite: 212
Rochester - 14606, USA
Phone: +1-585-368-5628
Fax: +1-585-203-9230
E-mail: contact@flatmindtech.com
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