HomeMy WebLinkAboutContract 31894 CITY SECRETARY"
CONTRACT NO. I
PROFESSIONAL SERVICES AGREEMENT
This PROFESSIONAL SERVICES AGREEMENT ("Agreement") is made and
entered into by and between the CITY OF FORT WORTH (the "City"), a home rule
municipal corporation situated in portions of Tarrant, Denton and Wise Counties,
Texas, acting by and through Richard Zavala, its duly authorized Acting Assistant City
Manager, and CORNERSTONE SYSTEMS, INC. ("Consultant") a Texas corporation
acting by and through Dave Chittum, its duly authorized Vice President.
1. SCOPE OF SERVICES.
Consultant hereby agrees to provide the City with mainframe operations system
support. Such services are addressing City of Fort Worth mainframe system.
Attached hereto and incorporated for all purposes incident to this Agreement is
Exhibit "A" describing the scope of work.
2. TERM.
This Agreement shall commence upon April 20, 2005 and terminate April 19,
2006.
3. COMPENSATION.
The City shall pay Consultant an estimated amount of $156,000 in accordance
with the provisions of this Agreement. Consultant shall not perform any additional
services for the City not specified by this Agreement unless the City requests and
approves in writing the additional costs for such services. The City shall not be liable
for any additional expenses of Consultant not specified by this Agreement unless the
City first approves such expenses in writing.
4. TERMINATION.
4.1. Written Notice.
The City or Consultant may terminate this Agreement at any time and for
any reason by its providing the other party with 30 days' written notice of
termination.
4.2 Non-appropriation of Funds.
In the event no funds or insufficient funds are appropriated by the City in
any fiscal period for any payments due hereunder, City will notify Consultant of
such occurrence and this Agreement shall terminate on the last day of the fiscal
period for which appropriations were received without penalty or expense to the
City of any kind whatsoever, except as to the portions of the pay in---_.
agreed upon for which funds shall be been appropriated.
4.3 Duties and Obligations of the Parties.
In the event that this Agreement is terminated prior to the Expiration
Date, the City shall pay Consultant for services actually rendered as of the
effective date of termination and Consultant shall continue to provide the City
with services requested by the City and in accordance with this Agreement up
to the effective date of termination.
5. DISCLOSURE OF CONFLICTS AND CONFIDENTIAL INFORMATION.
Consultant hereby warrants to the City that Consultant has made full disclosure
in writing of any existing or potential conflicts of interest related to Consultant's
services and proposed services with respect to the Scope of Services. In the event
that any conflicts of interest arise after the Effective Date of this Agreement,
Consultant hereby agrees immediately to make full disclosure to the City in writing.
Consultant, for itself and its officers, agents and employees, further agrees that it shall
treat all information provided to it by the City as confidential and shall not disclose any
such information to a third party without the prior written approval of the City.
6. RIGHT TO AUDIT.
Consultant agrees that the City shall, until the expiration of three (3) years after
final payment under this contract, have access to and the right to examine at
reasonable times any directly pertinent books, documents, papers and records of the
consultant involving transactions relating to this Contract. Consultant agrees that the
City shall have access during normal working hours to all necessary Consultant
facilities and shall be provided adequate and appropriate workspace in order to
conduct audits in compliance with the provisions of this section. The City shall give
Consultant reasonable advance notice of intended audits.
Consultant further agrees to include in all its subcontractor agreements
hereunder a provision to the effect that the subcontractor agrees that the City shall,
until expiration of three (3) years after final payment of the subcontract, have access
to and the right to examine at reasonable times any directly pertinent books,
documents, papers and records of such subcontractor involving transactions related to
the subcontract, and further that City shall have access during normal working hours
to all subcontractor facilities and shall be provided adequate and appropriate work
space in order to conduct audits in compliance with the provisions of this paragraph.
City shall give subcontractor reasonable notice of intended audits.
7. INDEPENDENT CONTRACTOR.
It is expressly understood and agreed that Consultant shall operate as an
independent contractor as to all rights and privileges granted herein, and not as agent,
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representative or employee of the City. Subject to and in accordance with the
conditions and provisions of this Agreement, Consultant shall have the exclusive right
to control the details of its operations and activities and be solely responsible for the
acts and omissions of its officers, agents, servants, employees, contractors and
subcontractors. Consultant acknowledges that the doctrine of respondeat superior
shall not apply as between the City, its officers, agents, servants and employees, and
Consultant, its officers, agents, employees, servants, contractors and subcontractors.
Consultant further agrees that nothing herein shall be construed as the creation of a
partnership or joint enterprise between City and Consultant.
8. LIABILITY AND INDEMNIFICATION.
CONSULTANT SHALL BE LIABLE AND RESPONSIBLE FOR ANY AND ALL
PROPERTY LOSS, PROPERTY DAMAGE ANDIOR PERSONAL INJURY,
INCLUDING DEATH, TO ANY AND ALL PERSONS, OF ANY KIND OR CHARACTER,
WHETHER REAL OR ASSERTED, TO THE EXTENT CAUSED BY THE NEGLIGENT
ACT(S) OR OMISSION(S), MALFEASANCE OR INTENTIONAL MISCONDUCT OF
CONSULTANT, ITS OFFICERS, AGENTS, SERVANTS OR EMPLOYEES.
CONSULTANT COVENANTS AND AGREES TO, AND DOES HEREBY,
INDEMNIFY, HOLD HARMLESS AND DEFEND THE CITY, ITS OFFICERS,
AGENTS, SERVANTS AND EMPLOYEES, FROM AND AGAINST ANY AND ALL
CLAIMS OR LAWSUITS FOR EITHER PROPERTY DAMAGE OR LOSS
(INCLUDING ALLEGED DAMAGE OR LOSS TO CONSULTANT'S BUSINESS AND
ANY RESULTING LOST PROFITS)' ANDIOR PERSONAL INJURY, INCLUDING
DEATH, TO ANY AND ALL PERSONS, OF ANY KIND OR CHARACTER, WHETHER
REAL OR ASSERTED, ARISING OUT OF OR IN CONNECTION WITH THIS
AGREEMENT, TO THE EXTENT CAUSED BY THE NEGLIGENT ACTS OR
OMISSIONS OR MALFEASANCE OF CONSULTANT, ITS OFFICERS, AGENTS,
SERVANTS OR EMPLOYEES.
9. ASSIGNMENT AND SUBCONTRACTING.
Consultant shall not assign or subcontract any of its duties, obligations or rights
under this Agreement without the prior written consent of the City. If the City grants
such consent, the assignee or subcontractor shall execute a written agreement with the
City under which the assignee or subcontractor agrees to be bound by the duties and
obligations of Consultant under this Agreement.
10. COMPLIANCE WITH LAWS, ORDINANCES, RULES AND REGULATIONS.
Consultant agrees to comply with all federal, state and local laws, ordinances,
rules and regulations. If the City notifies Consultant of any violation of such laws,
ordinances, rules or regulations, Consultant shall immediately desist from and correct
the violation.
1
11. NON-DISCRIMINATION COVENANT.
Consultant, for itself, its personal representatives, assigns, subcontractors and
successors in interest, as part of the consideration herein, agrees that in the
performance of Consultant's duties and obligations hereunder, it shall not discriminate
in the treatment or employment of any individual or group of individuals on any basis
prohibited by law. If any claim arises from an alleged violation of this non-discrimination
covenant by Consultant, its personal representatives, assigns, subcontractors or
successors in interest, Consultant agrees to assume such liability and to indemnify and
defend the City and hold the City harmless from such claim.
12. NOTICES.
Notices required pursuant to the provisions of this Agreement shall be
conclusively determined to have been delivered when (1) hand-delivered to the other
party, its agents, employees, servants or representatives, (2) delivered by facsimile
with electronic confirmation of the transmission, or (3) received by the other party by
United States Mail, registered, return receipt requested, addressed as follows:
To THE CITY: To CONSULTANT:
City of Fort Worth/IT Solutions Cornerstone Systems, Inc.
1000 Throckmorton 420 Exchange
Fort Worth TX 76102-6311 Suite 150
Irvine, CA 92602
Facsimile: (817) 392-8654 Facsimile: 714-368-8198
13. SOLICITATION OF EMPLOYEES.
Neither the City nor Consultant shall, during the term of this agreement and
additionally a period of one year after its termination, solicit for employment or employ,
whether as employee or independent contractor, any person who is or has been
employed by the other during the term of this agreement, without the prior written
consent of the person's employer.
14. GOVERNMENTAL POWERS.
It is understood and agreed that by execution of this Agreement, the City does
not waive or surrender any of its governmental powers.
15. NO WAIVER.
The failure of the City or Consultant to insist upon the performance of any term
or provision of this Agreement or to exercise any right granted herein shall not
constitute a waiver of the City's or Consultant's respective right to insist upon
appropriate performance or to assert any such right on any future occasion.
16. CONSTRUCTION.
This Agreement shall be construed in accordance with the internal laws of the State of
Texas. If any action, whether real or asserted, at law or in equity, is brought on the
basis of this Agreement, venue for such action shall lie in state courts located in Tarrant
County, Texas or the United States District Court for the Northern District of Texas, Fort
Worth Division.
17. SEVERABILITY.
If any provision of this Agreement is held to be invalid, illegal or unenforceable,
the validity, legality and enforceability of the remaining provisions shall not in any way
be affected or impaired.
18. FORCE MAJEURE.
The City and Consultant shall exercise their best efforts to meet their respective
duties and obligations as set forth in this Agreement, but shall not be held liable for any
delay or omission in performance due to force majeure or other causes beyond their
reasonable control (force majeure), including, but not limited to, compliance with any
government law, ordinance or regulation, acts of God, acts of the public enemy, fires,
strikes, lockouts, natural disasters, wars, riots, material or labor restrictions by any
governmental authority, transportation problems and/or any other similar causes.
19. HEADINGS NOT CONTROLLING.
Headings and titles used in this Agreement are for reference purposes only and
shall not be deemed a part of this Agreement.
20. REVIEW OF COUNSEL.
The parties acknowledge that each party and its counsel have reviewed and
revised this Agreement and that the normal rules of construction to the effect that any
ambiguities are to be resolved against the drafting party shall not be employed in the
interpretation of this Agreement or exhibits hereto.
20. ENTIRETY OF AGREEMENT.
This Agreement, including the schedule of exhibits attached hereto and any
documents incorporated herein by reference, contains the entire understanding and
agreement between the City and Consultant, their assigns and successors in interest,
as to the matters contained herein. Any prior or contemporaneous oral or written
agreement is hereby declared null and void to the extent in conflict with any provision
of this Agreement.
CITY 6-KIF2
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IN WITNESS WHEREOF, the parties hereto have executed this Agreement in multiples
this Cn day of Ham 2005.
-13
CITY OF FORT WORTH: CORNERSTONE SYSTEMS, INC.
By: By: k F'O.u. A..,
Ric and Zavala Michael F Hicken
Acting Assistant City Manager Chief Financial Officer
ATTEST: ATTEST:
By: By:
City Secretary Psi ria Arboi+
R na.nee Coord i A a--4,,-
APPROVED AS TO FORM AND
LEGALITY:
Assistant City Attorney
M&C: P-9948 Approved 4/20/04
Lrl J +
1 •. IJ'IJ
City of Fort Worth, Texas
Mayor and Council Communication
COUNCIL ACTION: Approved on 4/20/2004
DATE: Tuesday, April 20, 2004
LOG NAME: 13PO4-0081 REFERENCE NO.: **P-9948
SUBJECT:
Purchase Agreement with Cornerstone Systems Inc., for Mainframe Computer Systems
Programming Services for the Information Technology Service Department
RECOMMENDATION:
It is recommended that the City Council:
1. Authorize a purchase agreement with Cornerstone Systems, Inc. (CSI) for mainframe computer
systems programming services, using the State of Texas Catalog Information Systems Vendors (CISV)
process, for an estimated first year cost of$152,000; and
2. Authorize this agreement to begin on April 20, 2004 and expire on April 19, 2005, with options to
renew for two additional one-year periods; and
3. Ratify payment for computer systems programming services from CSI for the period of April 11 through
20, 2004, for an estimated $2700.
DISCUSSION:
On April 8, 2003 (M&C P-9780), the City Council authorized the purchase of mainframe computer systems
programming services for one year from Cornerstone Systems, Inc. The CSI purchase agreement replaced
services that had been previously provided by the Avizion Technology Group.
The mainframe computer environment requires operating systems programming. Maintenance and periodic
updates of software for the mainframe computer are necessary for the city's primary customer
departments. The Public Safety, Municipal Courts, Human Resources and Finance Departments are vital
programs running on the mainframe computer.
The provision of this service by an outside vendor is a less expensive option than the city hiring at least 2.5
full-time personnel. This vendor model permits a company to staff each deliverable element with resources
that have expertise in that area. The benefits include:
The mainframe software system will be supported on a 7 day a week, 24 hour per day basis.
The provision of systems management, which includes product installation, de-installation and
performance and tuning activities.
Performance of scheduled maintenance for software products, support for application issues and
support for production control issues.
Providing valuable systems information to management through detailed status reports including
Logname: 13PO4-0081 Page 1 of 3
logging of mainframe performance.
An additional requirement this year is for the vendor to be on-site at least one week per month, for the
duration of the agreement.
Two additional projects are included in this year's agreement. Both will address deficiency issues as
identified by the Premis Group's process maturity model:
Upgrade and standardize the on-line Customer Information Control System (CICS) environment to
current IBM standards
Implement TurboTunes to achieve performance tuning and optimization of the current installed
applications environment. The TurboTunes product allows for greater efficiency for on-line response times
and can significantly improve the time it takes to complete batch jobs.
In late February 2004, a detailed document was developed listing the scope of services required. The
document defined how the vendors should respond, and it provided extensive information about the
mainframe computer operating environment. The IT Solutions Department solicited quotes from seven
Catalogue Information Systems Vendors (CISV). Six vendors did not provide the City with a quote for the
requested services. Three vendors provided a reason for their no bid response:
1. ACS Inc.--At the time of the request ACS did not have the appropriately trained staff available to
provide the requested services.
2. Tek Systems Inc.--The vendor representative indicated that the company was not prepared to enter
into an agreement which contained Service Level Agreements (SLA).
3. Idea Integration--At the time of the request Idea Integration did not have the staff to provide the
requested services.
Three vendors, Amherst, Logical Resources and TMP Inc., did not respond to either email or phone
contacts by IT Solutions staff.
CSI responded with a quote that met specifications. The base price for the mainframe operation systems
support is $9,500 per month. To achieve the goal of being on site one week each month, CSI quoted the
cost of travel and living expenses at cost and agreed to a $12,000 limit for the year, unless prior written
authorization is approved by the city. The IT Solutions staff made a decision that two additional projects
(upgrade CICS and implement TurboTunes) would be beneficial to the city to address deficiency issues as
defined by the Premis Group. CSI provided written quotes for the two projects and provided pricing for an
additional four weeks of on-site service. The additional cost for the two projects and on-site time is
$26,000. The total cost for the year for base support services, upgrades, new projects and travel is about
$16,000 less than the previous years agreement.
The previous agreement with CSI ended on April 11, 2004. The second recommendation is for ratification
of payment for three days of the remaining mainframe systems support.
Cornerstone Systems Inc., is designated as a CISV vendor by the State of Texas. Under Section 271.083
of the Texas Local Government Code, a local government satisfies otherwise applicable bidding
requirements when it makes a purchase through the State of Texas General Service Commission catalogue
purchasing procedure, as established by Section 2157.061 of the Texas Local Government Code. The city
will comply with that procedure for the purchase agreement under this Mayor and Council Communication.
M/WBE -
A waiver of the goal for M/WBE subcontracting requirements was requested by the Purchasing Division and
Logname: 13PO4-0081 Page 2 of 3
approved by the M/WBE Office because the purchase of goods or services is from sources where
subcontracting or supplier opportunities are negligible.
RENEWAL OPTIONS -
This agreement may be renewed for up to two successive one-year terms at the city's option. The cost of
travel for the renewal periods may be increased, if the vendor provides documentation that there has been
an increase in air fares, lodging and per diem costs. This action does not require specific City Council
approval provided that the City Council has appropriated sufficient funds to satisfy the city's obligations
during the renewal term.
FISCAL INFORMATION/CERTIFICATION:
The Finance Director certifies that funds are available in the current operating budget, as appropriated, of
the Information Systems Fund.
BQN\04-0081\LGS
TO Fund/Account/Centers FROM Fund/Account/Centers
P168 539120 0043020 $76,000.00
Submitted for City Manager's Office b . Charles Boswell (6183)
Originating Department Head: Jim Keyes (8517)
Additional Information Contact: Robert Combs (8357)
Kate Yarhouse (8465)
Logname: 13PO4-0081 Page 3 of 3
TABLE OF CONTENTS
EXECUTIVESUMMARY.................................................................................................................................................1
PROPOSAL..........................................................................................................................................................................2
INSCOPE SERVICES......................................................................................................................................................3
ServiceLevel.................................................................................................................................................................3
SystemsManagement....................................................................................................................................................4
ScheduledMaintenance................................................................................................................................................4
Just in Time Support—24 Hours per Day,7 Days a Week..........................................................................................5
NCICCertification........................................................................................................................................................6
Microsof12000 Netmrk1Server/SQL—Host Integration Server.................................................................................6
Service Level Agreement for Problem Resolution........................................................................................................6
€ SCLMImplementation..................................................................................................................................................7
OUTOF SCOPE SERVICES............................................................................................................................................8
TECHCENTERT"'DESCRIPTION..................................................................................................................................9
QUALIFICATIONS........................................................................................................................................................10
Account Management/Project Management..............................................................................................................10
TechnicalServices.......................................................................................................................................................11
TECHCENTER Tu ENGAGEMENT START-UP METHODOLOGY.........................................................................12
PRICING............................................................................................................................................................................14
CONTRACTEXTENSION....................................................................................................................................................14
BENEFITS UPON STAYING WITH CORNERSTONE SYSTEMS.........................................................................15
TECHCENTERTm APPROVALS....................................................................................................................................16
APPENDIX A—CUSTOMER REFERENCES.............................................................................................................17
1
APPENDIX B-MAJOR ACCOMPLISHMENTS BY CORNERSTONE AT THE CITY OF FORT WORTH.18
APPENDIX C—COMPANY OVERVIEW....................................................................................................................20
COMPANYOVERVIEW...............................................................................................................................................20
SERVICESOVERVIEW................................................................................................................................................21
IT ARCHITECTURE/INFRASTRUCTURE.................................................................................................................22
SHILLSOVERVIEW.....................................................................................................................................................23
PRINCIPALS..................................................................................................................................................................25
OFFICESAND LOCATIONS........................................................................................................................................25
COMPANYINFORMATION........................................................................................................................................26
APPENDIX D—STAFF BIOGRAPHIES.......................................................................................................................27
MANAGEMENTSTAFF PROFILE........................................................................................................................................27
TECHNICALSTAFF PROFILES..................................................................................................................................30
APPENDIX E CONTACTING THE CORNERSTONE HOTLINE.......................................................................33
APPENDIX F—PROJECT CHANGE CONTROL PROCEDURE...........................................................................35
City of Ft.Worth-Confidential Page ii 4/26/2005
C7���' �
EXECUTIVE SUMMARY
Cornerstone Systems,Inc.,is pleased to present the following MAINFRAME OPERATIONS SYSTEM
SUPPORT PROPOSAL to the City of Fort Worth. In presenting this proposal to the City,Cornerstone
Systems,Inc.has endeavored to outline our approach to the management of a highly efficient,cost effective
systems environment.
Cornerstone has provided 7 x 24 hour mainframe support to the City of Fort Worth since April of 2003.
Cornerstone Systems, Inc. is in the process of stabilizing the mainframe environment,by making systems
changes,doing tuning,applying maintenance,doing troubleshooting and providing support. In addition to
providing system's programming support, Cornerstone Systems,personnel has provided IT consulting and
has saved the City of Ft.Worth over$40,000 in software costs. Please refer to Attachment B,were there is
an outline of some of our accomplishments.
The Cornerstone Systems,Inc.TechCenterTM has provided the City of Fort Worth with access to our entire
staff of highly trained and experienced systems programmers. Cornerstone Systems has a large cadre of
systems specialists and has proven expertise in almost any platform or systems environment that would be
required at the City. With the TechCenterTM in place,your staff has had the opportunity to"pick the brains of
the finest talent in our industry." The depth of our staff resource means that your system issues can quickly
and effectively be handled.
Per your Mainframe Operations Systems Support Request for Quotation, the Cornerstone Systems
TechCenterTM being proposed will provide our continued coverage for your S/390 platform. It will also
cover major IBM and Independent Software Vendor system software products and IBM database products
and tools as they relate to the IN SCOPE services. Service level objectives are defined through on-going
discussion with the City of Fort Worth management. Please refer to details below for specific details on the
scope of this proposed TechCenterTM over the next 12 months.The City,as needed,can adjust the scope of
the TechCenterTM
One of the major benefits of the Cornerstone Systems TechCenterTM is the ability to manage systems costs.
Cornerstone Systems management estimates the cost of meeting the service level objectives defined by the
City of Fort Worth management and proposes a flat monthly cost for providing the required services. Service
cost is not set at the peak requirement level that it would have to be for the City employees. Neither is the
service cost based on hourly rates that would vary widely month to month as peaks and valleys occur. The
flat monthly cost is both economical and manageable for the City of Fort Worth.
One of the greatest difficulties for an in-house staff in a dynamic environment is maintaining focus on long-
term systems projects and systems management, while handling the short-term emergencies or "fighting
fires." Having access to the depth and breadth of the Cornerstone Systems staff helps ameliorate the impact
of short-term emergencies on the long-term plan. Additional resources can be brought in to handle
emergencies or to assist in the long-term support requirements as requested.
The Cornerstone Systems TechCenterTM offering provides many advantages to the City of Fort Worth.
Based on our understanding of the current service requirements,we are prepared to provide the Cornerstone
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change over time both parties would retain the right to evaluate and renegotiate ricin on a 60-da c cSystems TechCenterTM for$P__8 __ with a 12-month contract. Understanding that requirements
City of Ft.Worth-Confidential Page 1 4/26/2005
k
PROPOSAL
Cornerstone Systems,Inc.has five objectives for providing a Technical Support solution to the City of Fort
Worth:
➢ Address all of the City of Fort Worth's In Scope Technical Support requirements
➢ Provide cost effective support for the mainframe environment on a day-to-day basis
➢ Reduce the business exposures relating to the availability of the City of Fort Worth's mission critical
systems,such as unanticipated staff absence
➢ Perform on-going maintenance and upgrades to keep the City's system environment at stable and
supported software release levels
➢ Provide cost saving benefits and higher efficiencies associated with a Cornerstone Systems, Inc.
TechCentefrm solution.
In order to provide the City of Fort Worth with the optimum Technical Support solution,and one that can
provide an environment supportive of the City's requirements, Cornerstone proposes the TechCenter TM
offering,which provides the following:
✓ Technical Services support and management
✓ 24 x 7 support plus backup personnel as needed
✓ Onsite and remote support
✓ A highly qualified and experienced staff
What Cornerstone Systems offers the City with this offering is the 24x7 availability of"old pro"Technical
Services professionals with years of experience in a variety of environments—"old pros"who can respond
quickly and accurately and who can provide valuable information and assistance.We are currently supporting
numerous clients with 24x7 environments and have supported several others in the past.
Our services have been successful primarily because of(1)the technical expertise of our personnel,(2)our
ability to respond quickly and (3) reduced costs - since our consultants are knowledgeable, tasks are
accomplished in a minimum time. Cornerstone Systems provides a level of expertise, calling on the
combined knowledge of over 70 systems professionals that is impossible to duplicate in a typical user client
environment.
City of Ft.Worth-Confidential Page 2 4/26/2005
i
IN SCOPE SERVICES
Below are the In Scope Services as outlined in the Mainframe Operations Systems Support Request for
Quotation.
Requirement:
Service Level
the support required is 7/24/365. At least 1 week per month on-site support(8am to 5pm) comment[d2l:Used toread._The
support required Is 7/24/365. All off-
hours support is phone based and requires
Solution: 30-minute phone response and may
require 2-hour on-site response.At least
Cornerstone Systems, Inc.has the capability to have a Systems Programmer onsite for one week a month. 5p n kper month on-site support(Sam m
The City of Ft.Worth may request that a person with a certain specialty area be there for a certain month. In
addition we have an office in Dallas and could have someone on-site within 2 hours. We cannot guarantee
who from our Dallas office will be onsite,but introductions will be made to the most logical people. This
person from Cornerstone will be our,"eyes and ears"into the account that will enable your main technical
support team to troubleshoot the problem. The person will typically not have the same level of skill as your
primary support team.
All Cornerstone resources are available via phone through the 24x7,365 days a year Hotline. Primary and
backup persons will be assigned for support assistance. The correct technician is called for the problem
described by the client. If a response by the technician is not received with b minuteg,the call is dispatched - Comment[d37:change from 15
to the secondary technician. If a response by one of the technicians is not received within 40 minutes, anminates
automatic management escalation process is triggered.
l_ Comment[d4]:change from 30
minutes
These services are provided assuming that with the approval of the City of Ft. Worth, the appropriate
telecommunications software,dial-up numbers and logon ids to access the CITY OF FT. WORTH systems
are made available to the assigned consultants or if a remote connection between Cornerstone and THE CITY
OF FT. WORTH is established. Cornerstone has IBM communication controllers installed at our
headquarters. Assuming that THE CITY OF FT. WORTH provides a point-to-point or frame relay
connection for a dedicated line,using these controllers,Cornerstone can establish a communication line link
into the CITY OF FT.WORTH's data center.
The TechCenteem offering for THE CITY OF FT. WORTH would include having a TechCentef M
Manager assigned to the account. The first line of backup will be our lead management team contact,the
General Manager,Mainframe Systems. The TechCenter"'A Manager and the General Manager of Mainframe
Systems will closely communicate on a regular basis to ensure continuity of services provided to THE CITY
OF FT.WORTH.
The Hotline serves as a single point of contact for all calls made by the CITY OF FT.WORTH. When a
problem occurs that requires research or there is a specific request service,the CITY OF FT.WORTH will
contact the Cornerstone Hotline. All calls reported to the Cornerstone Hotline will be responded to and
logged.When the Hotline receives a call,they will log the name of the caller,the time,the date,and then
City of Ft.Worth-Confidential Page 3 4/26/2005
Ir
i
immediate) aim
01,y � � ati The technician is responsible for reporting status back to the Hotline,suchec .ce
w.
as the cause of the problem and the resolution. They will provide the Hotline with the information so that the
problem is tracked from start to finish. Refer to APPENDIX E for the Cornerstone Hotline Escalation "
Procedures.
The Hotline will track and report on the number of calls and their resolution over a given time period. This
will help Cornerstone Systems,Inc.ensure that acceptable service levels are being met.All service calls will
be responded to within the timeframe specified in the Cornerstone Hotline Escalation Procedures. Requested
tasks are usually handled within the same workday. There are no extra charges for premium or off-hours
contacts,and the process for placing calls during normal and off-hours are the same.Based on the scope of
work and the estimated project duration,however,a separate services agreement may be required to cover the
additional expenses that would be incurred.
Comerstone Systems,inc w ll provide;a Quarterly Call Beporf tliat,outhneshow inany calls stave wine mt
the Hotlnie anc�=the iesolrhon
Requirement:
Systems Management
Planning
Product Installation
Product De-installation
Hardware/Software Upgrades
System Performance and Tuning
Configuration and re-configuration(Changes)
Scheduled Maintenance
PTF/APAR/Fix
Monthly
Quarterly
As Needed
Solution:
1. Develop, manage and perform performance monitoring and tuning for all z Series Operating System
(z/OS)test,development and production Logical Partitions(LPARs)and subsystems,such as Customer
Information Control Systems(CICS)and Database 2(DB2)
2. Develop, implement and maintain a process for installing and implementing new z/OS base operating
system software releases and maintenance and for archiving old releases and maintenance
City of Ft.Worth-Confidential Page 4 4/26/2005
3. Install,customize,test and implement new z/OS base operating system releases
4. Maintain z/OS at a current release level
5. Develop, implement and maintain a process for installing and implementing new third party software
product releases and maintenance and for archiving old releases and maintenance
6. Install,customize,test and implement new third party software product releases
7. Maintain third party software products at current release levels
8. Configure, and customize z/OS products, and all licensed IBM and third party software products and
tools as requested,such as TSO,ISPF,compilers,utilities,and the various system management products
9. Enhance z/OS and all licensed IBM and third party software products requested via the use of installation
exits
10. Coordinate and provide support for hardware configuration changes
11. Collect,report on,and archive system logs,dump,hardware error records,and event-monitoring records
12. Manage system and subsystem performance and throughput via the use of the Workload Manager
(WLM)and performance and monitoring tools
13. Assist Application Programming staff with usage questions and error notes
14. Be knowledgeable on S/390 hardware and sofhvare technologies and systems and capable of making
recommendations.
15. Trouble shoot P Party Application Packages system problems as it relates to the operating system
environment.
16. Cornerstone Systems,Inc.willreview and adhere to the City of Ft.Worth's Change Management Policy.
17. Cornerstone Systems,Inc.will provide,one no-cost, one-day consulting trip per year to meet one new
Cornerstone resource. Cornerstone Systems,Inc.will schedule upon the,request of the City of Ft.Worth; comment[d6]:Now clause added
Requirement:
Just in Time Support— 24 Hours per Day, 7 Days a Week
User Support—Telephone,email,on-site
Operator
Emergency
Scheduled
Problem Determination/Problem Source Identification
Systems(OS,CICS,VTAM,SMS etc.)issues,problems and questions
Network issues,problems and questions
Application issues,problems and questions
Production Control issues,problems and questions
Personnel resources available to provide comprehensive 24x7 coverage for all mainframe system needs
City of Ft.Worth-Confidential Page 5 4/26/2005
Vil
:�V
Solution:
As stated in the Service Level requirement,our hotline will handle calls concerning all of the above issues as
they pertain to the mainframe environment. Please read about our hotline under the Service Level
Requirement section above.
Requirement:
NCIC Certification
Solution:
Cornerstone Systems,Inc.has researched the possibility of obtaining NCIC Certification. We are very open
to the possibility of obtaining NCIC Certification,but many government agencies were contacted and nobody
could tell us exactly what we needed to do to obtain certification. A formal question was submitted to
Beatrice DeHoyos on Tbursday,February 26,2004. Upon receiving the requirements for Certification from
the City of Ft.Worth,we will review them and provide the City with an answer.
Requirement:
Microsoft 2000 Network/Server/SQL —Host Integration Server
Solution:
Cornerstone Systems,Inc.personnel have extensive experience in Microsoft 2000 Network/Server/SQL with
an emphasis on Host Integration Server (HIS) as it pertains to the mainframe environment. We have
knowledge with installation,configuration and support
Requirement:
Service Level Agreement for Problem Resolution
Solution:
Cornerstone Systems, Inc. will work in conjunction with City of Ft. Worth personnel to determine
Service Level Agreements and management escalation procedures for open problems.
City of Ft.Worth-Confidential Page 6 4/26/2005
Requirement:
SCLM Implementation
Solution:
Cornerstone Systems,Inc.will perform the following for the SCLM Implementation:
Planning Session/Overview of SCLM with the Applications Team to plan the implementation and design of
the project definitions.(1/2 Day).
Build the project definitions based upon the application structure
Create the project definition libraries
Create the language definitions based on the existing compliers that are used to create production
load modules.
Create the security definitions for the new libraries.
Create the handouts and provide education (1/2 day) for the Application Programmers in the use of the
SCLM environment.
Assist with the migration of one application in SCLM after the City of Ft.Worth has gone through the library
cleanup process for that application(please see the process below).
The two one-half day sessions mentioned above will be done during our onsite workweek.
Out of Scope
Cleanup of the existing inventory of source code,object and load modules. City of Ft.Worth personnel will
need to determine if the code is active and which SCLM Library/Project Definition it should be placed into
based upon the application.
City of Ft.Worth-Confidential Page 7 4/26/2005
OUT OF SCOPE SERVICES
The following areas were identified by Cornerstone as areas that are Out of Scope,but may be completed
through a standard hourly contract or a mutual agreement in a change of scope for TechCentefFm agreement.
• Version Upgrades — Version upgrades are different than release upgrades. Typically version
upgrades involve a complex migration. For example OS/390 2.10 to z/OS 1.4.
• Anything not specifically outlined as IN SCOPE
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The standard rates of Out of Scope Services will be$130 and hour.
City of Ft.Worth-Confidential Page 8 4/26/2005
TECHCENTER TM DESCRIPTION
The TechCenter TM is designed to meet and exceed all of the City of Fort Worth's Technical Services support
assistance requirements as outlined in the IN SCOPE area above over the next year. This offering provides
seven days a week, 24 hours a day Systems Programming support. Delivery of this service is through a
combination of remote and onsite activities.
All Cornerstone resources are available via pager through the 24x7 Hotline. A primary and a backup person
will be assigned for support assistance "247" for each functional technical area being supported, i.e.,
OS/390/LPAR configuration, RACF, Third Party Software, DASD Management, Sort functionality, Daily
Operations and System Programming support. A primary support person for the City of Fort Worth will be
assigned to multiple technical areas. Remote backup services may be provided from various individuals on
our staff nationwide to perform a variety of systems programming tasks from our facilities or their home
offices,thereby,reducing costs and hours spent in travel.The City will approve all personnel assigned to the
City of Fort Worth before they begin any services, if at all possible. This may not be possible in an
emergency situation.
These services are provided assuming the appropriate telecommunications software,dial-up numbers/VPN
and logon ids to access the City of Fort Worth's systems are made available to the assigned consultants or if a
remote connection between Cornerstone and the City is established.
The TechCenter TM offering for the City would include having a TechCenter TM Manager,assigned to the
account. The first line of backup will be our lead management team contact,the General Manager of Large
Systems. The TechCenter TM Manager and the General Manager of Large Systems will closely communicate
on a regular basis to ensure continuity of services provided to the City of Fort Worth.
An additional advantage to the TechCenter TM offering is the 24 x 365 Hotline. The Hotline is a unique
Cornerstone offering that provides effective cross-discipline support and problem solving for today's complex
multiple platform environments. Cornerstone senior technicians are available 24 hours per day/7 days per
week. They can provide support for OS/390, VM, VSE, Linux, OS/400, AIX and other non-IBM UNIX
Operating Systems,TCP/IP;and various UNIX,IBM and 3rd party systems products,as requested. Through
the Hotline service, the City of Fort Worth will have access to the technicians normally assigned to their
account With 3snoror�erstone mai�ageatiert.approval, the City of Ft. Worth can have access to over 70 comrnent f lS tae usy1
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technical members of the Cornerstone team with a wide variety of skill sets 24 hours a day,365 days a year
through the Hotline service. k -0 � v� t �
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When a problem occurs that requires research or there is a specific request service,the City of Fort Worth
will contact the Cornerstone Hotline. All calls reported to the Cornerstone Hotline will be responded to and
logged. When the Hotline receives a call,they will log the name of the caller,the time,the date,and then
immediately contact a technician. The technician is responsible for reporting status back to the Hotline,such
as the cause of the problem and the resolution. They will provide the Hotline with the information so that the
problem is tracked from start to fmish.
City of Ft.Worth-Confidential Page 9 4/26/2005
The Hotline will track and report how quickly or effectively that user support requests are being addressed.
This will help Cornerstone Systems,Inc.ensure that acceptable service levels are being met.All emergency
calls will be responded to immediately. Requested tasks are usually handled within the same workday.
There are no extra charges for premium or off-hours contacts,and the process for placing calls during normal
and off-hours are the same. Based on the scope of work and the estimated project duration, however, a
separate Services agreement maybe required to cover the additional expenses that would be incurred.
Cornerstone will create a team of the top personnel that have an appropriate mix of skills required for this
engagement. The following is a brief summary of our staff qualifications.
QUALIFICATIONS
Account Management/Project Management
The management team employed by Cornerstone Systems,Inc.offers a wealth of knowledge and experience
to the staffs and various accounts they manage. Our managers have many years of experience in Information
Technology account and project management. They have an extensive technical background in mid-range to
large systems,which has led them to management positions managing Operations and Technical Services
resources,projects and entire data centers for both small companies and major corporations in a wide variety
of industries,including aerospace,banking,insurance,retail and transportation.They have managed staffs of
more than 100 employees dispersed across the North America. Additionally,they have managed a multitude
and wide variety of major projects, including data center relocations and consolidations; operating system,
subsystem and network migrations; infrastructure design and implementations; and system design and
implementations,such as Change Management. As in all of our Services engagements,we will employ our
€ normal Project Management practices with The City of Fort Worth. The Project Management Roles and
Responsibilities of Cornerstone Systems,Inc.include:
• Develops and enforces risk,communications,issue escalation,and scope management strategies.
• Creates and maintains detailed Project Work Plan,milestone charts, and overall project documentation,
including weekly project status summary,issue status log,hour-by-hour implementation and contingency
Y
plans,and hours report.
• Manages all project and migration communications. The Cornerstone Project Manager will actively seek
and collect the information required to maintain the various plans, status reports,and logs. All project
information is posted in the CSI Quickplace on the CSI web site. This information is accessible only to
the client and CSI team members.
• Leads all project status review meetings. The project manager will provide an agenda,and be the lead
spokesperson on all conference calls. The Project Manager will review project plan tasks and issues
during the weekly Project Status Review Meetings.
• Coordinates and schedules all Cornerstone project resources,tracking and reporting project expenses.
• Resolves and/or escalates project issues to the Client and CSI management.
• Keeps project in context of the Statement of Work. The Project Manager will follow the `Scope
Management Strategy'defined at project start.All new approved project requests will be relayed through
the Project Manager to the project team. The Project Manager will track all out of scope requests and
work.
• Ensures agreed-upon project deliverables and timeframes are met.
City of Ft.Worth-Confidential Page 10 4/26/2005
vv
C� ' R 5
Technical Services
OS/390,z/OS and Third Party Software
The staff of Systems Programmers employed by Cornerstone Systems, Inc. has a multitude of experience
supporting a variety of operating systems running on a various types of processors. They have provided
support for clients stemming from a wide range of industries and have a broad range of experience working
with numerous third party products.
Their primary responsibilities include day-to-day technical support for client data centers,operating system,
subsystem and third party products upgrades as well as installs, in addition to mainframe hardware
configurations and installation. They also have been involved with a wide range of projects,such as data
center relocations,and operating system and subsystem migrations.
The Communications Consultants working for Cornerstone Systems, Inc. have extensive experience in
enterprise network design,and SNA implementation and design.We have assisted many of our clients with
the implementation of an enterprise network solution, which included products such as LANs, TCP/IP,
APPN,CSFI,NPSI,PC's,AS/400s.
DASD Management
Cornerstone Systems,Inc.has employed a staff of Technicians that is responsible for all aspects of storage
management,including DASD capacity planning. They have years of experience working with a variety of
DASD equipment,and IBM and third party sofivare management products. Some of the major projects they
have completed are DFHSM and DFSMS implementations,DASD and tape conversions,including ESS and
VTS.
Security Management
The technical support staff employed by Cornerstone Systems,Inc.has several years of experience working
with various security systems in an OS/390 environment, the major ones being RACF, ACF/2 and Top
Secret. Their primary responsibilities entail installing, customizing, implementing and maintaining these
security systems,and under the direction of the client,administering security to ensure the proper protection
of the client's programs and data. They have also developed procedures for performing the role of a Security
Administrator, and performed conversions from internal to external security for online systems, such as
SDSF and CICS.
City of Ft.Worth-Confidential Page 11 4/26/2005
TECHCENTER TM ENGAGEMENT START-UP METHODOLOGY
The process for transition of skills and responsibilities will occur through the following phased approaches.
Step l:Review Roles &Responsibilities
As part of the TechCenter TM offering,Cornerstone Systems,Inc.will assign a TechCenter TM Manager to act
as the primary contact for support and coverage.
This individual's responsibilities will include:
➢ Act as the Cornerstone Systems, Inc. central point of contact for the City of Fort Worth's MIS staff to
perform problem determination and resolution on identified coverage areas.
➢ Act as the Cornerstone Systems,Inc.resource coordinator.
➢ Perform problem tracking and project management responsibilities for any engaged Cornerstone
Systems,Inc.resource.
➢ Keep the City of Fort Worth's management aware of issues that require management attention.
1
➢ Keep the City of Fort Worth appraised on Cornerstone Systems,Inc.activities on problem determination
and resolution through activity reports(Timing of reports to be determined by the City Management).
➢ Assume responsibility for ensuring a smooth coverage transition for any work items where Cornerstone
Systems,Inc.would act as primary support contact.
➢ Attend necessary meetings with the City's Management or staff.
➢ Build a technical support staff with extensive knowledge of and familiarity with the city of Fort Worth's
computing environment.
➢ Provide backup resources through the"Safety Net"of systems programmers.
The Cornerstone Systems,Inc.TechCenter TM Manager will have access to an assigned group of technicians,
which will have acquired knowledge of the City of Fort Worth's environment. This assigned team of
individuals will deliver the systems programming services from a remote dialup site,over a communications
link between one of our locations and the City of Fort Worth's data center or on-site.
This service delivery approach allows our staff to facilitate a team approach to resolving technical issues.
Team members are able to draw upon each other's expertise in a given discipline to address problems. The
net result is quick problem determination and resolution for the City.
Step 2:Develop Site Survey
Our resources are already familiar with the City of Fort Worth's environment and a site survey is completed.
This survey provides our systems staff with the necessary documentation to be productive in the City of Fort
City of Ft.Worth-Confidential Page 12 4/26/2005
Worth's environment. It also serves as a process to transition support from the current staff supporting the
IBM S/390 environment.This survey is stored in the secured Quickplace location created specifically for the
City of Fort Worth and will is updated as needed.
Step 3:Review Contact Support Procedures
Throughout this phase, we address the logistics involved in addressing the City's systems issues.
Cornerstone Systems,Inc. will work within the City's procedural environment to eliminate any confusion.
Issues that will be addressed include the following:
➢ Data center onsite access during normal hours/after hours/weekends/holidays.
➢ Support contact procedures during normal hours/after hours/weekends/holidays.
➢ Level of support-application/operational issues.
➢ Contacts for problems outside of our contract(i.e.other departments,other vendors,facilities,etc.).
Step 4:Review Change&Problem Management Procedures
Cornerstone Systems,Inc.will review the established Change and Problem Management procedures with all
participating members of the Cornerstone staff to ensure full compliance.
Step 5:Review Security System
Cornerstone Systems, Inc. will review the City's security system. All related security issues would be
discussed and documented (where applicable)as reference for the Cornerstone team.
Step 6:Develop Workload Plan with MIS Management
The City of Ft.Worth currently has a documented workload plan. This plan identifies a set of tasks that will
be performed.
City of Ft.Worth-Confidential Page 13 4/26/2005
PRICING
Cornerstone Systems, Inc. is pleased to provide the following Technical Support solution for
consideration by the City of Fort Worth. This solution provides 24x7 onsite and remote Technical
Services support for all items as outlined in the IN SCOPE section fora monthly charge of$9,800 for the
112-month contract.__in addition, Cornerstone estimates the need for 12 one-week trips (as requested_by Comment[d9]:Change from
the RFP) to the City of Fort Worth location. If the City of Fort Worth needs to increase the number of $9500.00to$9800.00
onsite weeks for Tech Center in scope services, an additional charge of$3600 will be billed for each
additional week. Cornerstone Systems, Inc., requires a one-month notice when an extra week is
,additional
Cornerstone Systems Inc. cannot guarantee a specific individual, can be scheduled, but we
will work with the City of Fort Worth to make sure a person with proper skills is onsite, Cornerstone _ _ - comment[dio]:
agrees to limit the annual total of travel costs not to exceed $24,000,_unless prior written_approval is'_ Added language: If the City needs to
g _p pp_ increase the number of onsite weeks for
obtained from the City of Fort Worth to exceed this $24,000 limit. Additionally, Cornerstone agrees to Tech center in scope Services,an
meet current City of Fort Worth travel policies, additional chargo of$3600 will be billed
for each additional week-
Understanding
eekUnderstanding that requirements change over time,both parties retain the right to evaluate and renegotiate comment[d11]t
pricing after 90 days of contract execution. Cornerstone Systems,Inc.guarantees that the maximum increase Change from$12,000 to$24,000
that the City of Ft.Worth could occur would be 15%.
CONTRACT EXTENSION
Cornerstone Systems, Inc. will be willing to renegotiate a one-year contract extension with the City of Ft.
Worth. The scope of work will have to be reviewed and any cost of living increases taken into consideration.
t
City of Ft.Worth-Confidential Page 14 4/26/2005
IZ
�,.,
BENEFITS UPON STAYING WITH CORNERSTONE
SYSTEMS
➢ Cornerstone is a proven entity—we have proven our strengths and abilities on multiple occasions to the
. City of Fort Worth via our current relationship of our TechCenter.
➢ Cornerstone has saved you over$40,000 in software costs.
➢ Cornerstone provides a wide depth and breadth of systems expertise.
➢ Cornerstone can implement streamlining of operations through best practices.
➢ Cornerstone has the ability to quickly deploy a multitude of experienced resources to address a variety
of areas simultaneously.
➢ Cornerstone has many current customers for whom we are already providing the expert level of service
we are offering to the City of Fort Worth
➢ In addition to providing the services as outlined in this proposal,Cornerstone is very familiar with the
City of Fort Worth environment. There would be a minimal learning curve.
➢ Cornerstone has the ability through our TechCenter TM offering to put an account manager with proven
large account management skill,to ensure the City of Fort Worth management a successfully managed
and supported environment. In addition, we can provide management with valuable information and
recommendations on systems operations.
➢ Cornerstone has many years of experience of mentoring/advising clients.It is of the utmost importance
to Cornerstone that an on-going knowledge transfer continues with all designated client employees.
➢ Cornerstone hires the best,treats them well,and as a result has a very low turnover rate.The client can
be assured that the people assigned to their account are there to stay.
➢ Proactive advice and performance tuning suggestions are immeasurable benefits of working with the
top talent in the industry.
➢ Cornerstone provides a"safety net"of resources during planned and unplanned absences of key staff
members.
➢ Our offering reduces personnel related costs such as training,education and benefits.
➢ Our operating philosophy is not only to fix what is broken, but also to provide on-going problem
determination and resolution.
City of Ft.Worth-Confidential Page 15 4/26/2005
T EC H[CENTlERTM APPROVALS
By signing below,we are confirming our agreement with all items as outlined in this document.
Cornerstone Systems,Inc. City of Fort Worth
April 26,2005 IGO L v S
Date Date
Signature Sl
gn ure
Michael F.Hicken Richard Zavala
Printed Name Printed Name
Chief Financial Officer Acting Assistant City Manager
Title Title
1-714-368-8122 1- 817-392-8465
Telephone Telephone
mhicken(o)csihome com Richard.Zavala@fortworthgov.org
Email Address Email Address
Ef
E
pE
F
AP"PROV ED AIS 11-0
1
ASSISTA T CITY ATTORNEY
City of Ft.Worth-Confidential Page 16 4/26/2005
APPENDIX A-CUSTOMER REFERENCES
Our firm has consistently demonstrated the ability to provide technical excellence with a balance of
understanding critical business issues. Our clients will tell you that our quality of work is high and that our
responsive nature makes us a valued vendor. We are positioned to provide THE CITY OF FT.WORTH with
the same value.
Following is a list of accounts that are currently utilizing a TechCenterTM services solution in enterprise
environments similar to that of THE CITY OF FT. WORTH. For each reference,the organization name,
mailing address,contact name and telephone number with area code,and the operating system environment
are included. Cornerstone Systems understands that these references will be checked; therefore, the
information supplied is current.
Eijisil
Blue Cross of Idaho = Jan Marshall OS/390
3000E.Pine Avenue (208)331.7571 61CS ;3
I Meridian,ID 83642 ! CA Datacom
f Florida Community College at Jacksonville Paull~reeman —VSE
9911 fl1d BaymeadowS (904)632-3077 Adabas/Natural
7acksonmlle FL 32256 - _ CICS,TS
Makita USA,Inc. Mickey Takahashi QS/390
j 14930 Northam Street „ (714)522-8088 x4000 ' CICS 3
La Miada,GA 90638-5753 IMS
Smart&Final Frankie Jackson — 7105
600 Citadel Drive (323)869-6202 CICS
Commerce,CA 90040
SeeBeyond Technology Corporation Craig Parks OS/390
404E HuntingtonDrive" (626)411-6000x6279 1 CICS i
Monrovia,CA 91016 DB2
IMS 1
MQ Series
AS/400
Yamaha Motor Corporation,U.S.A. Jim Smith OS/390
6555 Iatella Avenue '(714)T61-7376CICS
Cypress,CA 90630-5101? MQ Series
City of Ft.Worth-Confidential Page 17 4/26/2005
APPENDIX B - MAJOR ACCOMPLISHMENTS TS BY
CORNERSTONE AT THE CITY OF FORT WORTH
Since engaging with the City of Fort Worth, Cornerstone Systems, Inc. has addressed many significant
problems and issues at the City of Fort Worth. A brief overview of the major accomplishments include:
• Licensed IBM Software invoicing was reviewed by Cornerstone Systems,Inc. staff,resulting in a
significant credit issued to the City of Fort Worth of more than$40,000,and proper billing going
forward.
• Several severe,unplanned outages have occurred during the current engagement between the City
of Ft. Worth and Cornerstone Systems, Inc. These outages have included power and telephone
service failures within the City of Fort Worth,hardware failures to the CPU,printers and tape drives,
as well as the powerful"worm"virus that infected the entire county. During these outages,CSI led
the effort for the City of Ft.Worth in diagnosing,resolving and returning the City to"business
as usual'in the quickest amount of time possible.
t
• RACF The security administration of the City of Fort Worth Mainframe environment was at the
lowest level,putting the City of Fort Worth at a great risk to exposure.A significant effort was
required to raise the security level at the City of Fort Worth to an acceptable level for an entity
of this nature.Major accomplishments included:
E
➢ APF Library definitions were reviewed and modified to remove APF library definitions for
non-existent levels. Without this change, the Mainframe environment of the City of Fort
Worth was totally comprised.Fifty-two APF authorized libraries were protected,eliminating
the vulnerability of these libraries to modification.
➢ The RACF userid of IBMUSER was revoked. This id has special operation attributes that
any knowledgeable RACF user could exploit.
➢ SYSI.Nucleus was defined with UPDATE access, exposing the City of Fort Worth
Mainframe environment to the possibility of deletion and updating of SYS1.Nucleus,
resulting in the inability to perform an IPL
➢ The majority of datasets were not protected by RACF.Cornerstone System Inc.performed
an analysis, and after obsolete datasets, such as Y2k,13132 related and QMF related were
migrated to tape,procedures were put into place to protect datasets by the use Groupids and
Userids with the PROTECTALL facility of RACF invoked.
➢ Procedures were established and implemented to revoking Userids not used by a certain
€ period of time.
i ➢ Restricting the use of the CEDF, CECI and CEDB CICS transactions protected the CICS
Production environment.
m
HSM was not being utilized to it's full potential. To remedy this the following tasks were
E performed:
➢ The HSM parameters were modified to manage all volumes, whether they are SMS or
NONSMS managed. €
City of Ft.Worth-Confidential Page 18 4/26/2005
➢ An additional DUMP class for Disaster Recovery processing was added, along with the
proper definitions for the associated volume and storage groups.
• System Documentation was non-existent regarding the City of Fort Worth Mainframe environment.
To remedy this,a central repository of documentation was created for the City of Fort Worth
on the Cornerstone Systems,Inc.website. This central repository is known as QuickPlace.It is a
secured location, and access to it has been granted as requested by the City of Fort Worth. A
sampling of items housed at the City of Fort Worth QuickPlace location include:
➢ Cornerstone Systems,Inc.and City of Fort Worth TechCenter Team Roster
➢ City of Fort Worth Mainframe Hardware Environment
➢ City of Fort Worth Software Environment(IBM and ISV)
➢ City of Fort Worth Special Procedures
➢ Weekly TechCenter Status Reports
➢ Weekly TechCenter Status Meeting Minutes
➢ City of Fort Worth Technology Workload Plan
➢ Change Management Documents for City of Fort Worth
Along with the documentation described above, Cornerstone Systems,Inc.personnel have worked
closely with City of Fort Worth personnel to develop comprehensive Operating Procedure
Documentation for the City of Fort Worth Mainframe Computer Operators
• Tape Errors were occurring at City of Fort Worth at a totally unacceptable rate, causing job
failures,reruns and delays. Cornerstone Systems,Inc.personnel reviewed the EREP jobs at City of
Fort Worth,and discovered that they were set up improperly,and not reporting on all equipment and
failures. These jobs were corrected,and historical information is now being gathered. This enabled
the City of Fort Worth hardware maintenance service providers with an avenue to pursue the
problems affecting the normal operations of the City of Fort Worth mainframe environment.Along
with this, Cornerstone Systems,Inc. personnel enabled the City of Fort Worth to eventually
migrate from the older 3480 tape drives to the newer models already installed,thus savings on
maintenance.
• Multiple Logical Partitioning Configuration (LPAR) — There were varying levels of the
Operating System in use at CFW when we began our engagement. .The TEST LPAR is now at the
same level,z/OS 1.3,as the PROD LPAR.The ISV products are currently being upgraded and made
available on the TEST LPAR.This permits a more viable environment for testing.
• Daily Operations/Systems Programming Support has been provided to CFW since the beginning
of our TechCenter engagement.This has included on-site and remote activities.These tasks include
handling daily issues that come up,such as operator questions and procedures,Scheduler questions
and procedures,Application questions and procedures,Security questions and procedures,technical
questions and procedures and administrative questions and procedures.
City of Ft.Worth-Confidential Page 19 4/26/2005
APPENDIX C-COMPANY OVERVIEW
COMPANY OVERVIEW
Founded in 1991,Cornerstone Systems,Inc.has established itself as a leader in providing technical support
and application development services for mainframe and Unix operating system environments. Cornerstone
Systems, Inc. is very stable financially, and has been profitable every year since it was first established.
Cornerstone specializes in providing technical support and systems programming services in the IBM
operating environments of OS/390,VM,VSE, OS/400,AIX and Linux,as well as their major subsystems
such as CICS,DB2,IMS,NCP,VTAM,TCP/IP,Security Server and Netview. Cornerstone's business has
expanded over the years from providing Enterprise Systems support at the operating systems and subsystems
level to include systems administration, Lotus Notes/Domino and web-based application development and
support services. In addition, Cornerstone Systems, Inc. was selected by IBM to become a remarketer of
zSeries,pSeries and xSeries technology,sofhvare and storage products.
Cornerstone Systems,Inc.has established itself as a leader in providing infrastructure support services across
North America.We are in the business of providing successful infrastructure support that allows our clients
to retain specific skilled workers and enable them to focus on high value-added, strategic uses, while we
provide the utility infrastructure support. Our offerings include support for both mainframe and open systems
environments and cover the following areas:
Data Center Operations Data Center Systems Implementation
TechCentefrm Operating System Upgrades
TechBackupTM ISV Systems Software Upgrades
Data Center Relocations Operating System Migrations
Server Consolidation Subsystem Migrations and Implementations
TechSupportTM ISV System Software Implementation
System Administration
Systems Programming
Data Center Systems Planning Lotus Notes/WebSphere Implementation
S/390 Best Practices Audit Lotus Domino/Notes Systems Implementation
IT Operations Audit eBusiness/WebSphere Systems Implementation
Systems Software Audit Domino/Notes Application Development
Capacity Planning eBusiness/WebSphere Application Development
Storage Studies
Cornerstone is an IBM Premier Business Partner-Systems. Cornerstone has received IBM awards for
Revenue Leadership, Software Leadership and IBM Global Finance Leadership. Cornerstone Systems is
recognized within the industry for superior systems support and high customer satisfaction. System support
activities include hardware and software configuration analysis,systems assurance,pre-installation planning,
base system migration and operator training.Cornerstone provides all of the IBM zSeries Technology Value
Added Enhancements including E-Commerce, Lotus Domino, Server Consolidation, Internet Connection,
Linux,Parallel Sysplex and UNIX Porting,in addition to system and competitive migrations.
City of Ft.Worth-Confidential Page 20 4/26/2005
Cornerstone is dedicated to providing the highest quality service and products in the industry. An IBM
Premier Business Partner-Systems must qualify annually. The criteria for Premier are based on business
measurements, employee education and certification and customer satisfaction. Cornerstone Systems has
implemented a continuous measurement/improvement program for customer satisfaction. In addition, an
outside survey firm selected by IBM performs an annual Customer Satisfaction Survey on all Cornerstone
clients who have installed IBM systems in the previous 24 months. A Net Satisfaction Index excess of 80%
from the IBM Customer Satisfaction Survey is a minimum requirement to be a Premier Partner. This means
that 80%of the customers have to be Highly Satisfied with the overall performance of the Premier Partner.
SERVICES OVERVIEW
Cornerstone Systems,Inc.employs a results-oriented approach to client engagements.Our firm is recognized
for its ability to solve complex issues and provide cost effective solutions in our clients'environments. Our
mission is to improve the cost competitiveness of mainframe computing.Additionally,we provide full-time,
active backup for current customers'staffs. Cornerstone has developed its methods through our experience
with dozens of customers in similar environments. We constantly build on our knowledge,allowing us to
continually provide the optimum,best practice solution to our customers.
TechCenterT"M-Provides a range of services from full outsourcing of the systems programming functions to
providing systems programming backup insurance. Cornerstone Systems,Inc.has signed several multi-year
contracts as a facilities manager for legacy application environments. Our unique approach provides a
"safety net" which allows for quick deployment of resources to address a variety of systems issues
simultaneously.
This offering gives our clients continued access to Cornerstone's talent pool to address requirements across
multiple skill and product areas. It provides 7x24 systems administration,programming support on a fixed
monthly contract. Delivery of this service is through a combination of remote and onsite activities. At the
customer location, Cornerstone personnel essentially work as part of the client's staff. The entire team of
Cornerstone specialists is available under this contract in the event a special need or issue arises.
TechBackuVm — Designed to provide backup for systems programming and systems administration
personnel. This offering can cover the technical support function during emergencies, vacations, and
education or planned projects. This service is delivered through the Cornerstone Hotline.
Tech Start- TechStart offers the customer a comprehensive solution to the issues normally encountered
when installing new hardware. TechStarts will be in two flavors, TechStart Basic, and TechStart Plus. A
TechStart Basic is a fixed price,predefined list of activities defined for every hardware platform Cornerstone
sells. A TechStart Plus will include everything that a TechStart Basic does,plus it includes specific customer
requirements. A TechStart Plus will be variably priced based on the additional requirements required by the
customer. In cases where a combination of hardware solutions are sold,such as a z800,and a Shark at the
same time, the TechStart Basic will be modified appropriately such that both platforms are included in a
single document.
TechStart has multiple benefits to the customer. Some of the benefits are:
• Fixed cost—no surprises
• Total solution—scope of work well defined
City of Ft.Worth-Confidential Page 21 4/26/2005
• Web based status reporting of installation—improved communication
• Project managed installation—timely management of issues
• Minimization of customer staff involvement and disruption
• Smooth implementation
Custom Engagements—A variety of high quality services engagements including:
IT Best Practices Assessments and IT Planning
Server Consolidation
Disaster Recovery Planning and Implementation
Communication and Network Design
Data Center Relocation
Application Migration
Storage Management
High Availability Design and Implementation
Security
Operating system upgrades and migrations
Value-Added Services
Hotline—Provides limited problem management for Cornerstone Systems,Inc.(CSI)customers by assigning
the appropriate technical support for software problems. Our objective is to eliminate multiple phone calls by
the customer in order to obtain assistance on resolving these problems. The Hotline will perform this task.
The benefits will be faster response to customer needs,controlled technical resources,and higher customer
satisfaction.
Web Access - Provides account management service for CSI customers via a web-based QuickPlace
Document Library from our web page. All administration information, status reports, hardware and
software information,including configuration diagrams,documented processes and procedures,project plans,
and all other appropriate account information will be centrally stored and accessible to the City of Fort Worth
and the entire Cornerstone technical support staff: This service is a standard for all of our services
engagements.
IT ARCHITECTURE/INFRASTRUCTURE
Cornerstone Systems, Inc. has a variety of servers used for application development, systems testing and
performance benchmarking. An IBM P/390 is installed for OS/390,VM and VSE related testing as well as
Unix System Services and Linux related work. Our Unix test environment includes two IBM RS/6000,a Sun
R280 and a HP 9000 server along with a variety on Linux systems including a Cobalt Qube.
The AS/400 in the corporate office serves as the company wide Lotus Notes mail server. It is also used for
development and testing, as well as porting of Lotus Domino/Notes applications from a PC environment
through the use of multiple Domino partitions on a single AS/400.
City of Ft.Worth-Confidential Page 22 4/26/2005
A number of other Intel based NT/2000 servers exist to support the various corporate applications such as
finance, security, Lotus Sametime, email Gateway, SNA gateway, etc. Additionally, we have numerous
NT/2000 servers that are dedicated to application development and test in support of client activities.
The corporate office in Irvine uses a high speed ATM connection to access all the serves that are located in
Valencia. At this time, all other remote offices are connected to our servers through various Intemet
connections such as DSL or dedicated lines.
Cornerstone has recently added a Storage Area Network(SAN)to our infrastructure and has become the first
multiple sites IBM authorized Total Storage Solution Center in California. Many of the production and test
systems discussed above are now connected to this SAN. We have also connected an IBM LTO tape library
system to our SAN and are utilizing Tivoli Storage Manager to perform many of our backups.
Every Cornerstone Systems technician is provided a laptop computer with multiple connectivity options. Our
technicians have access to client systems, corporate Cornerstone systems and each other through various
Intemet connections.
All of this gives Cornerstone one of the most comprehensive support environments, which we are able to
leverage to benefit our clients. Our staff of technicians from throughout North America can meet client
support requirements.
SKILLS OVERVIEW
One of Cornerstone's strongest assets is our employees.The majority of our new hires come as referrals from
existing employees. We hire the top talents in the industry, compensate them graciously,provide generous
benefits, and provide unlimited training opportunities for them to improve their technical skills. For this
reason,we have an extremely low turnover percentage. Our employees join the Cornerstone team for career
advancement. They come on board with the expectation of staying with the Cornerstone team for the long
haul. When our clients choose Cornerstone Systems,Inc., they can be assured of having the continuity of
dealing with the same individuals year after year.
Many of our employees have held operating and line management positions in addition to their technical
specialties. This experience provides an ability to understand the business requirements and focus on
improving the efficiency of technical support. Our employees continually strive to improve their IT industry
expertise,with the goal of being the best in their specific specialty areas. Our technical credibility is proven
in the continued successes of our clients.
Cornerstone Systems, Inc. employees are hired not only for their technical skills, but also for their team-
oriented approach. They have the opportunity to work at many client sites with various other Cornerstone
technical staff members. The depth of Cornerstone's skill sets allows each employee to share their
knowledge with others in the same specialty area.
City of Ft.Worth-Confidential Page 23 4/26/2005
Our skills include the following list,and many more.
Operating Communications e-Business Systems Third Party Software €
Systems Products
OS/390 VTAM DOMINO LOTUS NOTES APPLIED SOFTWARE, INC.
MVS/XA NCP/SSP WEBSPHERE BMC
MVS/ESA NETVIEW E-COMMERCE SUITE BOOLE&BABBAGE
VM TCP/IP CANDLE CORPORATION
VM/HPD CHICAGO SOFT
VM/FSA COMPUTER ASSOCIATES
DOS/VSE COMPOWARE
VSE/ESA DIVERSIFIED SOFTWARE
OS/400 EMC CORPORATION
MVT GOAL/LEGENT
AIX H& W COMPUTER SYSTEMS
HP UX INNOVATION DATA SYSTEM
SOLARIS LANDMARK SYSTEMS
LINUX LEVI, REY&SHOUP
Z/OS MACKINNEY SYSTEMS
NEW DIMENSIONS
PLATINUM SYSTEMS
SAS INSTITUTE
SEA
SERENA SOFTWARE INT'L
SOFTSYSTEMS
SOFTWARE DIVERSIFIED
SOFTWORKS, INC.
STERLING COMMERCE
STERLING SOFTWARE
SYNCSORT
E
Storage TP Monitors Database Security Online
Editors
DF/DFP CICS DL/1 RACF TSO/ISPF
DF/DSS IMS/DC IMS/DB ACF/2 ROSCOE
DF/HSM MQ SERIES DB2 TOP SECRET
DF/RMM ADABAS
DF/SORT IDMS
ADSM
City of Ft.Worth-Confidential Page 24 4/26/2005
I
PRINCIPALS
President Herb Chittum
Vice President Sales and Marketing Steve Acevedo
Vice President Dave Chittum
Treasurer Michael Hicken
Secretary Ken Bowers
OFFICES AND LOCATIONS
Corporate Headquarters:
IRVINE CALIFORNIA
420 Exchange,Suite 150
Irvine,CA 92602
Other Offices:
United States
ATLANTA GEORGIA VALENCIA CALIFORNIA
125 TownPark Drive,Suite 300 27200 Tourney Road,Suite 315
Kennesaw,GA 30144 Valencia,CA 91355
IRVING TEXAS
5215 North O'Conner Suite 200
Irving,TX 75039
Canada
MISSISSAUGA ONTARIO MONTREAL QUEBEC
2 Robert Speck Parkway Suite 750 592 Jacques-Cartier St.
Mississauga,Ontario CANADA L4Z1H Boucherville,Quebec CANADA J413 6J5
City of Ft.Worth-Confidential Page 25 4/26/2005
E
E
COMRANY II`�1F ORMATION
Federal Employer Identification Number(EIN): 95-4313244
Year Firm was Established: 1990
Firm Website: www.csihome.com
For questions regarding this proposal,please contact:
Diane David
Senior Account Executive
Cornerstone Systems,Inc.
27200 Tourney Road,Suite 315
Valencia,CA 91355
Phone Number: 303/660-8543
E-mail Address: ddavidP.csihome.com
t
City of Ft.Worth-Confidential Page 26 4/26/2005
a ru
APPENDIX D —STAFF BIOGRAPHIES
Included are the biographies of what Cornerstone believes would be an appropriate mix of skills required for
this engagement. The biographies have been grouped into the following two categories: Management and
Technical Services.
MANAGEMENT STAFF PROFILE
Diane David
Senior Account Executive
Ms. David joined Cornerstone Systems Inc. in March 2003 after a 24-year career with IBM. As a Senior
Account Executive for Cornerstone,she is responsible for Services Sales. Her skills include:
IT Services: Infrastructure Services,Storage Services,PC Services,Web Hosting,Enterprise
Risk Management,Systems Management,Network Security and Security
Management.
Servers: Mainframe,Intel processor-based,UNIX and Clusters.
Storage: Disk,Tape and SAN.
Software: Application Development,Database and Data Management,Commerce,
Networking and Operating Systems
Prior to joining to Cornerstone, Ms David held various positions at IBM including, Customer Service
Executive, Services Sales Specialist, Systems Engineering Manager, Maintenance Field Manager and
Manager, High Availability and Software Support. Her last IBM responsibility was that of IBM Client
Manger for one of the largest financial institutions in the United States. She was responsible for creating total
solutions that solved client needs consisting of hardware,software and services.
During her tenure at IBM she won various awards for her accomplishments. Ms. David is known for her
client orientation. She quickly analyzes and understands client requirements and communicates them to the
Cornerstone Systems technical team. She provides excellent communications between the technical and
executive levels at both the client and Cornerstone Systems.
Ms.David has a Bachelor of Science Degree from Colorado State University. She has completed a number
of IBM sponsored advanced business and technical programs.
City of Ft.Worth-Confidential Page 27 4/26/2005
Dan Foulk
General Manager,Mainframe Systems
Mr. Dan Foulk joined Cornerstone Systems,Inc. in August 1993 after more than 30 years of experience in
the data processing industry. As the Director of Large Systems,his responsibilities at Cornerstone include
the management and coordination of all large systems technical personnel and project management resources.
In addition, Mr. Foulk is an active account manager on many current Cornerstone accounts, and actively
participates in the planning phases with new customers.
Mr. Foulk's career has been primarily in the Technical Support arena. He has held progressively more
responsible positions,managing staffs of more than 50 technical employees. Mr.Foulk had experience as the
Data Processing Manager of a major corporate account, where he was responsible for managing and
implementing extensive change control and strict operation and production procedures.
Proficient as an Operations Manager,Technical Support Manager, and Data Communications Advisor,Mr.
Foulk is considered to be a"hands-on"type of manager,and is well respected by his staff. The design,build,
and move of a major corporate data center, and the implementation of a corporate-wide communication
system,were all under his responsibility.
City of Ft.Worth-Confidential Page 28 4/26/2005
Gail Ledet
Senior Project Manager
Ms. Gail Ledet joined Cornerstone Systems, Inc. with over 30 years of experience in Information
Technology. As a Senior Project Manager, Ms. Ledet is responsible for OS/390 migrations, data center
relocations,hardware installations and upgrades,including RS6000,and data warehouse solutions.
Ms. Ledet has experience working in private industry, including a food distribution company and a
department store, as well as for local, state, and federal government agencies. She has a background that
includes application programming, systems programming (VSE and MVS), disaster recovery, IT
management,cost benefit analysis,budgeting,mentoring and training,and infrastructure development.
Ms.Ledet has experience with the following hardware and software products: 1)Hardware:IBM 7060 H50
and H70,zSeries 2064-101, RS6000, 9672/R15,R25, R45,R56, R65,ES9000 9021/9X2, 982, 620, IBM
4381, 4341, 4331, IBM 370/138, 125, IBM S/36, IBM 360/40, 360/22, and NCR Century 200; and 2)
Software:z1OS,OS/390,MVS/ESA,VM/VSE,VSE,and various StorageTek,Candle,Computer Associates,
and Boole&Babbage products.
Since joining Cornerstone,Ms.Ledet's assignments have included:
• OS/390 migrations and installations
• z/OS installation
€ • Data center relocation
• ESS installation and implementation
• Tivoli Storage Management installation and implementation
• RS6000 Fileserver/Webserver installation
• Data warehouse solutions
• Hardware installations and upgrades
Throughout her career,Ms.Ledet has attended a variety of training courses and conferences to keep abreast
of the latest technology offerings. She has served on various committees and moderated presentations at
industry conferences.
City of Ft.Worth-Confidential Page 29 4/26/2005
TECHNICAL STAFF PROFILES
Dan Virostko
Senior Systems Programmer
Mr. Dan Virostko joined Cornerstone Systems Inc. in 1999 with 22 years of systems and application
programming experience on IBM mainframe computers.His expertise is in installing and maintaining system
software,and in leading large software projects.
Some of the positions Mr. Virostko has held in the past are Chief Technologist,Area Head of Networks,
Chief Systems Programmer,Senior Systems Programmer,all for a Gas company.Highlights from working in
those capacities include investigating new technologies and products to improve the operation of IT
functions,and the overall responsibility for Technical Services,LAN/WAN,Telecommunications,Security,
Disaster Recovery and Electronic communication.
Mr.Virostko's vast experience with software and hardware products include: 1)Hardware:IBM 3090,IBM
370/168MP and 3033MP,9672-zl7,7060-H50, and 3494 tape Libraries,Multiprise 2003-135 and 257; 2)
Software:MVS/XA and ESA,OS/390,CICS,DB2,VSAM,TCPIP,LAN/WAN TETWARE,HP Openview
with Traffix and Transcend,LPAR,and SAS EASYTRIEVE,RACF,JES2,PR/SM,CICS and SCLM.
Recent projects at Cornerstone that have utilized Mr.Virostko's expertise include:
■ Participation in Year 2000 migration projects
■ Management of the OS/390 2.6 environment including a large CICS and DB2 environment
■ Implementation of System Managed Storage
■ Re-hosting of a client's application at an E-Design center
■ Planning,installation and customization of OS/390 V2.9 in a parallel sysplex configuration
■ Support of the porting of Lotus Domino and Java code to a Unix System Services environment
Mr. Virostko studied at George Washington University, where he obtained 72 credit hours towards his
Electrical Engineering Degree. His minor was Computer Science. He holds a UNIX SYSTEMS/C
Programming certificate from George Washington University and has taken many classes of specialized
training for MVS internals and performance and tuning, in addition to RACF, JES2, PR/SM, CICS and
SCLM.
City of Ft.Worth-Confidential Page 30 4/26/2005
Michael Read
Senior Systems Programmer
Mr. Read joined Cornerstone Systems Inc. in March 1996 with 34 years experience in
Information Technology. As a Senior Systems Programmer for Cornerstone, Mr.
Read's primary responsibilities include day-to-day technical support for client data
centers, processor and DASD installations, and installation and upgrades of operating
systems and third party software. He supports clients primarily on OS/390.
Prior to joining to Cornerstone, Mr. Read was a Consulting Systems Engineer for 29 years at IBM
Corporation responsible for Large Systems Marketing Support. Mr. Read also worked as a Consulting
Systems Programmer at ARCO Products Company supporting MVS/ESA, DASD space management, and
distributed printing.
Mr. Read's experience with software and hardware products include: 1)Hardware: IBM 9672, IBM 3090,
IBM 3380/3390,IBM ESS 2105,IBM ATLNTS and 2)Software:MVS/ESA,OS/390,HCD,SMP/E,JES2,
ICKDSF, ISPF/PDF,PSF, SDSF, TSO/E, DFSMS, DFSMShsm, and products from Computer Associates,
Compuware,and Levi,Ray and Shoup.
Recent projects at Cornerstone include:
■ Multi LPAR/processor support for OS/390 environments
■ Multiple operating system migrations
■ TMM implementation(tape allocations redirected to DASD)
■ DASD management
■ Hardware configuration and installations(processor,DASD,tape)
■ Third party product installations,upgrades,and migrations
Mr. Read has taken many classes of specialized training for large systems support.
i
City of Ft.Worth-Confidential Page 31 4/26/2005
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Marcus B.Fitzhugh
Senior CICS Systems Programmer
Mr. Marcus Fitzhugh joined Cornerstone Systems, Inc. in May 1993. He currently has over 15 years of
industry experience in providing support for various versions of CICS. As a Senior Systems Programmer,
Mr. Fitzhugh is focused on performing the installation, maintenance, tuning, and debugging of CICS
subsystems and related program products for Cornerstone clients.
Prior to joining Cornerstone,Mr.Fitzhugh was employed at a large chemical manufacturing company and a
major entertainment company. At these companies his experience as a Systems Programmer was also in the
CICS and MVS environments,with an emphasis on telecommunications systems.
Mr.Fitzhugh's experience with various hardware and software products include the following: 1) Hardware
mainframes: IBM 2003 and 9672, Amdahl 1400 and GS585; 2) Software: IBM communications server
products, such as TCP/IP, VTAM, NCP,Network Print Facility, IP Printway, and Netspool; OS/390 and
related products;and Landmark's Monitor and Candle's Omegamon for MVS.
Mr.Fitzhugh's recent projects at Cornerstone include:
■ Migration to CICS TS 1.3,including the migration of a VSE application
■ Implementation of CICS interface to a TAO system and CA-View
■ Installation and maintenance of various third party products such as TPX, CICS Monitor, Abend-
AID/FX,CA-View and Connect:Direct MVS
■ Installation and maintenance of various IBM communications products such as NCP, ACF/SSP,
TCP/IP under OS/390,including FTP and Te1Net customization
■ Correction of substandard CICS installation and migration,including debugging and oversight of
migration from earlier version of CICS
Mr. Fitzhugh's education includes the following courses: CICS Introduction to Internal Architecture, CICS
Internal Architecture, CICS Systems Debug, CICS Command Level Programming, CICS/ESA Structure
Debugging, DASD Management and Disaster Recovery. He is also a member of the Los Angeles MVS
Users Group,Pacific CICS Users Group,and NaSPA.
City of Ft.Worth-Confidential Page 32 4/26/2005
APPENDIX E-CONTACTING THE CORNERSTONE
tIOTLINE
The MotGne @ (800) 510-3004
i'
i
The Hotline is available tossrst pou.,24 hours a day, 7 days a"week ti'icluding weekends
and holidays.
When you call the Hotline 800 number,the first person you talk to will be an operator.You
should tell this person your name and that you want to report a problem or have a question..
The operator will then forward you to a dispatcher who will betaking the information about
your problem or question.:
The dispatcher will be asking you for the following information:.
• Is the call for technical support,or is it a sales inquiry.
• Your name
• Your company name
o Your callback number
• Your e/mail address
• If it is a sales inquiry,the state in which your company is located
• A brief description of the technical problem or sales inquiry
• Whether or not you need immediate assistance
If your call is a sales inquiry, an a/mail will be sent to the appropriate Regional Sales
Manager. An Account Executive will be assigned to your inquiry and will contact you as
soon as possible. If you need immediate assistance, the dispatcher will also contact the
r appropriate Regional Sales Manager.
E If the call is for technical support, an e/mail will be sent to the appropriate technician for
your account.Additionally,the technician will be contacted by phone or pager.The callback
i from a technician or account manager should happen within 55 minutes, if the call is not
E
covered within 55 minutes,Cornerstone Hotline management is contacted.
if you feel that this process is not occurring as it is described above, or if our response is
not fast enough for your situation, please contact your account manager. If you are unable
I to reach your account manager, please contact any Cornerstone manager. Contacting a
manager is a part of our escalation procedures and can be used by you at anytime.Their,
_ r
names and phone numbers are listed below.
City of Ft.Worth-Confidential Page 33 4/26/2005
17
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City of Ft.Worth-Confidential Page 34 4/26/2005
APP ENDUE F®PROJECT CHANGE CONTROL PROCEDURE
1. The Cornerstone Project Manager briefs all project participants on the Scope and Deliverables of the
engagement at project start.
i 2. If a project participant or stakeholder determines that changes to the scope of work or deliverables are
necessary for successful completion, he or she notifies the Cornerstone Project Manager or the THE
CITY OF FT.WORTH Management Interface.
E
3. The Cornerstone Project Manager and the the CITY OF FT. WORTH Management Interface will first
discuss the situation to determine if the change request should proceed.
4. If the answer is no,the Cornerstone Project Manager and the the CITY OF FT. WORTH Management
Interface will advise the requester. The disapproved request will be reported at the weekly Project Status
meeting and recorded in the minutes.
5. If the answer is yes,the Cornerstone Project Manager will document the change using the Project Change
Control Form included in this document. Both the CITY OF FT. WORTH Management Interface and
the Cornerstone Project Manager will then approve the request.
6. The CITY OF FT.WORTH Management Interface will submit the Project Change Control request to the
the CITY OF FT. WORTH designated authorizer(s)who are responsible for cost, schedule, or service
quality.
7. Concurrently,the Cornerstone Project Manager will submit the Project Change Control request to the
Cornerstone designated authorizer(s)and the Cornerstone Account Executive.
8. The Cornerstone Project Manager ensures that all authorized signatures are obtained from the CITY OF
FT. WORTH designated authorizers, the Cornerstone designated authorizers, and the Cornerstone
Account Executive before action is taken.
9. The Cornerstone Project Manager reports the approved request at the weekly Project Status meeting,
records it in the minutes, and posts all authorized change requests on the the CITY OF FT. WORTH
QuickPlace.
City of Ft.Worth-Confidential Page 35 4/26/2005