The Department did not sufficiently monitor the vendor’s delivery of outsourced services to verify that the services it received complied with the contract’s terms.
According to the Department’s Negotiated Contracts Procedures Manual, the contract manager and the managing division within the Department are supposed to determine
the monitoring method for each contract situation and type of service procured. However, the Department’s Information Management Division did not have documented
policies and procedures describing the processes it would use to monitor the contract audited for this report.
Without a documented, comprehensive monitoring process, the Department limited its ability to verify that it received all outsourced services and whether
the quality of those services complied with the contract.
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