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Indiana Office of Technology

IOT > Procurement > Managed Service Provider Managed Service Provider

Overview for Managed Service Provider

A new Managed Service Provider (MSP) program has replaced the Information Technology Temporary Quantity Purchase Agreements (IT Temp QPAs), the Business Partner Alliances (BPAs) and the Small Business Technology Services (SBTS).  Knowledge Services has been named as the MSP and is the one-point-of-contact for contingent IT labor for government in the state of Indiana. It also provides project-based (deliverables) work under $500,000 in areas such as application development, IT planning and assessment, business process reengineering, database technology, data warehousing, document management, project management and Geographic Information Systems (GIS).

The new vendor rates  for IT contingent labor show the rates for each job category based on the length of assignment (more or less than six months).  These rates may be used by any and all state agencies, political subdivisions, and other governmental bodies within the state of Indiana.

In its MSP role, Knowledge Services works with purchasing, human resources and the various departmental managers involved, as well as any other support agencies, to relieve the burden of procurement and administration of contract IT labor. The on-premise, industry experts including account managers, client advocates, training specialists and concierge staff provide hiring managers unparalleled responsiveness, resource quality, problem resolution and escalation support.

The goals of the MSP include:

  • Adding value in the areas of contingent IT worker procurement and utilization;
  • Reducing the costs associated with contingent IT engagement and management;
  • Providing one-point-of-contact for securing IT temporary labor, minimizing the time spent engaging contingent resources and ensuring compliance with the state policies and procedures;
  • Developing processes and policies that ensure compliance with legal, statutory, and regulatory requirements;
  • Tracking, monitoring and managing supplier performance;
  • Providing reports that will help the state with budgeting and give visibility into its contingent workforce spending;
  • Aligning all job descriptions with associated qualifications and experience levels with State Personnel Department IT job classifications;
  • Increasing the overall quality and speed of supplemental staff replacements;
  • Allowing other governmental entities to utilize the MSP Program and contracted rates.

Process for Securing IT Temporary Personnel

  1. The Hiring Manager completes the Job Posting Questionnaire.
  2. The Hiring Manager emails the form to the Onsite Team at:
    StateOfIndiana@KnowledgeServices.com.
  3. The Onsite Team must post position within 4 hours of receipt for standard job orders and 2 hours for urgent job orders.
  4. The Onsite Team emails notifications to all the Vendors.
  5. The Vendors submit bids. 
  6. The Onsite Team waits until the posting expires, then reviews résumés and selects the top Candidates to present to the Hiring Manager.
  7. The Hiring Manager reviews, interviews and selects the Candidate and notifies the Onsite Team of those rejected and why, and who was selected.
  8. The Onsite Team notifies the Vendor of the selected Candidate.
  9. The Onsite Team notifies the Vendors of Candidate rejections.
  10. The Onsite Team arranges the start date and provides a short orientation on the start day.
  11. The Hiring Manager initiates the standard process for creating and expediting a Purchase Order. Time cannot be entered into dotStaff until the P.O. is activated.
  12. Time is entered daily or weekly on-line by the Resource through the dotStaff system (see
    Resource Get Started Guide).
  13. The Hiring Managers approve time online on the Monday following the previous week’s time entered (see State of Indiana Get Started Guide).
  14. Invoices are generated Tuesdays at 4:00 p.m.

Process for Securing Project-Based Work

  1. The Project Sponsor in the agency completes the Project Work Requirements form.
  2. The Project Sponsor emails the Project Work Requirements to the Onsite Team at:
    StateOfIndiana@KnowledgeServices.com.
  3. The Onsite Team will forward the MSP Project Work Requirements to the Exception Committee. 
  4. The Onsite Team must post the project opportunity within 1 day of receipt.
  5. The Onsite Team via the dotStaff technology, emails the Project Requirements to all the Vendors qualified for that type of service.
  6. The Vendors submit their Proposals online.
  7. The Onsite Team waits until the Proposals are due, then reviews the Proposals and forwards all Proposals that meet the requirements to the Project Sponsor and the Exception Committee.
  8. The Project Sponsor reviews, interviews and selects the proposal best meeting their needs at the lowest cost, completes the Project Work Selection Justification form and forwards it to the Onsite Team.
  9. The Onsite Team will forward the MSP Project Work Selection Justification to the Exception Committee.
  10. The Exception Committee reviews the MSP Project Work Selection Justification to ensure it is consistent with the MSP Project Work Requirements and the Proposals. 
  11. The Onsite Team notifies the Vendor of the selected Proposal and sends them the Project Work Selection Justification.
  12. The Onsite Team notifies the other Vendors that their Proposals were not selected and sends them the Project Work Selection Justification.
  13. The Onsite Team prepares the Work Order form with the Deliverables and costs identified, attaches the selected proposal and sends it to the Vendor.
  14. The selected Vendor signs the Work Order and forwards it to the Project Sponsor.
  15. The Project Sponsor signs the Work Order and forwards it to the IOT Director of Procurement.
  16. The IOT Director of Procurement signs the Work Order and forwards it to the On-Site Team.
  17. The Onsite Team signs the Work Order, scans a copy of it and sends the scanned copy to the Selected Vendor, the Project Sponsor and the IOT Director of Procurement.
  18. The Project Sponsor requests that their agency procurement area enter a requisition into Encompass (PeopleSoft) e-Procurement and process to a Purchase Order (P.O.) for the project. The requisition justification must indicate that the procurement method used is the MSP.
  19. When the P.O. is dispatched, work may begin on the project.
  20.  The onsite team will create the project in the dotStaff technology, defining the agreed upon milestones and associated billing amounts.
  21. When a Deliverable is completed, the Vendor will submit the Deliverable for approval in dotStaff.
  22. The Project Sponsor will approve the Deliverable in dotStaff.
  23. dotStaff will generate invoices to the agency every Tuesday at 4:00 p.m.
  24. Changes to the Deliverables, cost, or schedule on the Work Order will require a
    Change Order form to be processed. The Change Order will require the same approvals as steps 10 – 15 above.

Documents and Links for Managed Service Provider