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Contract 30075
�. CKTY SECRETARY f CONTRACT N0. } �� MAINFRAME OPERATIONS SYSTEM SUPPORT AGREEMENT Between The City of Fort North .And Cornerstone Systems, Inc. Cornerstone syys#ems, Inc. Fo Pu 0KTH TABLE OF CONTENTS EXECUTIVESUMMARY.............................................................................................................................................I PROPOSAL..................................................................................................................................•-................................2 INSCOPE SERVICES.....................................................................,...,...---............................,....................,....-----.....3 ServiceLevel....................... ... ..........................................................................................................................3 Systems Management............. ................ ....................................................................... ......................------.___4 ....4 ScheduledMainlenance,._.............-.....................................................................__,._.._.........._.-..._..........................4 .lusl in Time Support-24 Hours per Day, 7 Days a Week...,__.,.............__....-............................ ............. ....5 National Crime Information Center(NCIC)Certification............. ...........................................6.............. ......._b Microsoft 2000 NetworklServerlSiandard Query Language(SQC}-Host Integration Server...........................,......6 Service Level Agreement for Problem Resolution......... ......_.-....................__..............................................__6 Software Configuration and Library Manager{SCL"Implementation....... ...... .......... ................__........-7 OUT OF SCOPE SERVICES................................................................................. TECHCENTERrMDESCRIPTION..............................................................................................................................9 QUALIFICATIONS...................................................................................................................................................d o Account Management/Project Management...........................................................................................................10 Technical Services.... •. ....-_...._........................................................._....._... ..__..._.....__.._..........................._,J1 TECHCENTER TM ENGAGEMENT START-UP METHODOLOGY.......................................................................12 PRICING..................................................................................... .............................................................................14 CONTRACTExENsm................................................................................................................................................14 BENEFITS UPON STAYING WITH CORNERSTONE SYSTEMS.......................................................................15 TECHCENTERT"r APPROVALS................................................................................................................................15 APPENDIX A-CUSTOMER REFERENCES...................................-.,,........,,...............,...,..........,..........................17 APPENDIX B-MAJOR ACCOMPLISHMENTS BY CORNERSTONE AT THE CITY OF FORT WORTH.18 APPENDIX C-COMPANY OVERVIEW................................................................................................................20 COMPANYOVERVIEW.................,....,,.............................,...„,.........................,.,.......11.,......................................24 SERVICESOVERVIEW...,.,.... ....... ........ .......................__......................................................____..........21 IT ARCHITECT'URI:/INFRASTRUCTURE.............................................................................................................22 SKILLSOVERVIEW..............................................................................................................................................23 PRINCIPALS..................................................................................................................................... .....................25 OFFICESAND LOCATIONS........................................................................................................................... ....25 COMPANYINFORMATION..................................-................,...............„.,...........................................................26 APPENDIX.1)-STAFF BIOGRAPHIES...................................................................................................................27 MANAGEMENT STAFF PROME............................................................................................... .27 .................................... TECHNICAL STAFF PROFILES.................................................................... ...........30 APPENDIX E-CORNERSI`ONE HOTLINE ESCALATION PROCESS............................................................33 APPENDIX F-PROJECT CHANGE CONTROL PROCEDURE........................................................................36 City of Ft. Worth-Confidential Page ii 85/1912004 APPENDIX G--CITY OF FT.WORTH CHANGE CONTROL PROCEIIURES................................................37 3.8 CHANGE MANAGEMENT REVIEW COMMITTEE(CMRC)REPRESENTATIVES..............................................................43 4. PROCESS DESCRIPTION.............................................................................................................................44 4.2 CHANGE MANAGEMENT PROCESS FLOW.................................................................................................................A4 THE CHANGE MANAGEMENT PROCESS IS BROKEN DOWN INTO SEVERAL SUB-PROCESSES. THE ACTIVITIES ASSOCIATED WITH DEFINING THESE PRACTICES ARE:....................................•..........,............................,....................46 4.3.2 OPEN CHANGE REQUEST........................................................................................................................................47 4.3.8 OPEN CHANGE REQUEST.........................•,.............................................................................,..............................:t8 THE ACTIVITIES ASSOCIATED WITH OPENING A CHANGE REQUEST ARE:......................................................................48 4.3.10 APPROVE CHANGE............................................................................. .................................... ...A8 4.3.12 IMPLEMENT CHANGES...................................................................I.................I—...............................................A8 4.193 VALIDATE CHANGE IMPLEMENTATION.................................................................................................................A9 5.2 STANDARDS..............................................................................................................................................................A9 5.2.2 APPROVAL STANDARDS..........................................................................................................................................50 � 1 City of Ft.Worth-Confidential Page iii 0511912004 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, [nc. 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 2043. 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 Attaclunent B, were there is an outl ine of some of our accomplishments. The Comerstone Systems, Inc. TechCenterrM 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 TechCenterT"in place,your staff has had the opportunity to"pick the brains of the finest Went 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 TechCenterr"' being proposed will provide our continued coverage for your 51390 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 TechCenteirm over the next 12 months. The City,as needed,can adjust the scope of the TechCenterT"' One of the major benefits of the Cornerstone Systems TechCenterr'A 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 he 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 TechCenterT'" 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 Systems TechCenterTm for$9,500 per month with a 12-month contract. Understanding that requirements change over time, both parties would retain the right to evaluate and renegotiate pricing on a60-day cycle. City of Ft. Worth-Confidential Page 1 05/19/2004 PROPOSAL Cornerstone Systems, Inc.has five objectives for providing 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 3� Perform on-going maintenance and upgrades to keep the City's system environment at stable and supported software release levels l'' Provide cost saving benefits and higher efficiencies associated with a Cornerstone Systems, Inc. TechCenterTM 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 rM offering,which provides the following: Technical Services support and management 24 x 7 support plus backup personnel as needed ✓ Onsite and remote support V A highly qualified and experienced staff What Cornerstone Systems offers the City with this offering is the 240 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 va3uable information and assistance.We are currently supporting numerous clients with 240 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 {? ]9/2404 l fN 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 71241365. All ofd hours support is phone based and requires 30-minute phone response and may require 2-hour on-site response. At least I week per month on-site support($am to Spm). Solution: Cornerstone Systems, Inc. has the capability to have a Systems Programmer onsite for one week a month. 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 pager through the 240, 365 days a year Hotline. Primary and backup persons will be assigned for support assistance. The correct technician is paged or called for the problem described by the client. If a response by the technician is not received with 15 minutes,the call is dispatched to the secondary technician. If a response by one of the technicians is not received within 30 minutes,an automatic management escalation process is triggered. 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 the CITY OF FT. WORTH systems are made available to the assigned consultants or if a remote connection between Comerstone and THE CITY OF FT. WORTH is est&ished. 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 TechCenterTm offering for THE CITY OF FT. WORTH would include having a TechCenterr"' Manager assigned to the account. The first line of backup will be our lead management team contact, the General Manager,Mainframe Systems. The TechCenterTM 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 City of Ft.Worth-Confidential Page 3 f3stl. 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 dispatch a consultant. The consultant is responsible for reporting status back to the Hotline, such as the cause of the problem and the resolution. They will either update the problem ticket in theHetline data base themselves or 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 how quickly or effectively 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 may be required to cover the additional expenses that would be incurred. Requirement: Systems Management Planning Product Installation Product De-installation Hardware I Software Upgrades System Performance and Tuning Configuration and re-configuration(Changes) Scheduled Maintenance Program Temporary Fix(PTF)/Authorized Program Analysis Report(A.PAR)IFix Monthly Quarterly As Needed Solution: 1, Develop, manage and perform performance monitoring and tuning for all z Series Operating System (zfOS)test, development and production Logical Partitions(LPARs)and subsystems,such as Customer Information Control Systems(CICS)and Database 2(13132). 2. ]Develop, implement and maintain a process for installing and implementing new VOS base operating system software releases and maintenance and for archiving old releases and maintenance 3. Install,customize,test and implement new z1OS base operating system releases -- ; City of Ft.Worth-Confidential Page 4 05I19J7C]4' i 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 BM and third party software products and tools as requested, such as Time Sharing Option (TSO), Interactive Systems Programming Facility (ISPI=),compilers,utilities,and the various system management products 9. Enhance zIOS and all licensed IBM and tivrd 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 51390 hardware and software technologies and systems and capable of making recommendations. 15. Trouble shoot 3d Party Application Packages system problems as it relates to the operating system environment. 16. Cornerstone Systems, Inc. will review and adhere to, Appendix G, the City of Ft. Worth's Change Management Policy. Requirement: Just in Time Support- 24 Hours per Day, 7 Days a Week User Support—Telephone,emaii,on-site Operator Emergency Scheduled Problem Determination/Problem Source Identification Systems(Operating System(OS),CICS, Virtual Telecommunications Access Method(VTAM),and Systems Managed Storage(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 i -05t1912004 � I 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. I Requirement: National Crime Information Center (NCIC) Certification Solution: Cornerstone Systerns, Inc. has researched the possibility of obtaining NCIC Certification. We are very open to the possibility of obtaining NCIC Certification,but many goverment agencies were contacted and nobody could tell us exactly what we needed to do to obtain certification. A formai question was submitted to Beatrice❑eHoyos on Thursday,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/ServerJStandard Query Language (SQL) - Host Integration Server Solution: Cornerstone Systems,Inc.personnel have extensive experience in Microsoft 2004 Network/Server/SQL with an emphasis on Host Integration Server (HIS) as it pertains to the mainframe environment. We have knowledge .vi!l installation,configtrafion End 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. 44 City of Ft. Worth-Confidential Page 6 i- 40V19/2004 � 4 l 4 Requirement: Software Configuration and Library Manager(SCLM)Implementation Solution: Cornerstone Systems,Inc.will perforin 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.(112 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 (112 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 ( 5/19/2004 r s OUT OF SCOPE SERVICES The following areas were identified by Cornerstone as areas that are Out of Scope,but may be completed througly a standard hourly contract or a mutual agreement in a change of scope forTechCenterTm agreement. Version Upgrades — Version upgrades are different than release upgrades. Typically version upgrades involve a complex migration. For example OS/390 2.10 to z1O5 1.4. • Anything not specifically outlined as IN SCOPE The standard rates of Out of Scope Services will be$130 and hour. City of Ft. Worth-Confidential Page 8 [5119124474. r TECHCENTER.Tm DESCRIPTION The TechCenter Thr 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 weep, 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 "240" for each functional technical area being supported, i.e., OS1390/L.PAR 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/WN 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 T11 offering for the City would include having a TechCenter TAA 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 Tht 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,IB1vI and 3rd party systems products,as requested. Through the Hotline service,the City of Fort Worth will have access to over 70 technical members of the Cornerstone team,with a wide variety of skill sets,24 hours a day,365 days a year. 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 dispatch a consultant. The consultant is responsible for reporting status back to the Hotline, such as the cause of the problem and the resolution. They will either update the problem ticket in the Hotline database themselves or will provide the Hotline with the information so that the problem is tracked from start to finish. City of Ft.Worth-Confidential Page 9 1 r 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 iffunediately. 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. 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 plans,and hours report. + Manages all project and migration communications. The Cornerstone Project Manager wiliactively seek and collect the information required to maintain the various plans, status reports, and logs_ All project information is posted in the CSI Quick-place on the CSI web site. This information is accessible only to the client and CSI team members. • Leads all pro 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 05/19/2004 Technical Services 451390, z/OS and Third Party Software The staff of Systems Prograrmuers 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-today 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 software management products. Some of the major projects they have completed are DFHSM and DFSMS implementations,DASD and tape conversions,including ESS and ITS. 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 � 05119 '4] TECHCENTER T" ENGAGEMENT START-UP METHODOLOGY The process for transition of skills and responsibilities will occur through the following phased approaches. Step 1:Review Roles &Responsibilities As part of the TechCenter Tm offering,Cornerstone Systems, Inc. wilt 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. 9 Keep the City of Fort Worth's management aware of issues that require management attention. ➢ 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 T""Manager will have access to an assigned group of technicians, wlach will have acquired knowledge of the City of Fort Worth's environment. This assigned teary of individuals will deliver the systems programming services from a remote dialup site,over a communications 1 ink 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 05/19/20 i' Worth's environment. It also serves as a process to transition support from the current staff supporting the IBM 51390 environment.This survey is stored in the secured Quickplace location created specifically fnr the City of Fort Worth and will is updated as needed. Step 3: Review Contact Support Procedures Throughout this phase, we address the logistics invoIved 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 1 after flours 1 weekends 1 holidays. A Support contact procedures during normal hours/after hours I weekends 1 holidays. Level of support-application 1 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 compl lance. 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 flan with NUS 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 Mage 13 051 j912 � PRICING Cornerstone Systems, Inc. is pleased to provide the following Technical Support solution for consideration by the City of Fort Worth. This solution provides 240 onsite and remote Technical Services support for all items as outlined in the IN SCOPE section for a montlily charge of$9,500. In addition, Cornerstone estimates the need for 12 one-week trips(as requested by the RFP)to the City of Fort Worth location. Actual travel and living costs will be billed to the City of Fort Worth at cost. Cornerstone agrees to limit the annual total of travel costs not to exceed $12,000, unless prior written approval is obtained from the City of Fort Worth to exceed this $12,000 limit. Additionally, Cornerstone agrees to meet current City of Fort Worth travel policies. Understanding that requirements change over time, both parties retain the right to evaluate and renegotiate pricing after 90 days of contract execution. Cornerstone Systems, Inc.guarantees that the maximum increase that the City of Ft.Worth could occur would be 15%fl. CONTRACT EXTENSION Cornerstone Systems,Inc.will be willing to renegotiate two one-year contract extensions with the City of Ft. Worth. Each year the scope of work will have to be reviewed and any cost of living increases taken into consideration. City of Ft. Worth-Confidential Page 14 05/19/2004 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]las 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. r Cornerstone has the ability through our TechCenter r11 offering to put an account manager with proven large account management skill, to ensure the City of Fart 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. v 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 0511912004 i TECHCENTERTm APPRDVA:LS By signing below,we are confirming our agreement with all items as outlined in this document. Cornerstone Systems,Inc. City of Fort Worth Of Date Date kt,J" F () a Signature na }� ture Dare CAIBUMJ U,-Mee F Int'-' Px l Chark9s Boswell Printed Name Printed Name Viet President f yJl Assistant City hlanaaer TitleJr Title 1-661-799-3234 7+ 00 X 1489— 1-817-392-5511 Telephone Telephone �rt,lttum(Mcsihome.mm m hick Q CSl korre.CV61 her.s�Bas��e.tt�E4d1+� �Y.s�L4 Email Address Email Address AAP�t4 LTOFM AtJ�3 L ATTESTED BY -ontract Authorization Gate City of Ft.Worth-Confidential Page 16 04 APPENDW 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 Ngg and that our responsive nature makes us a valued vendor. We are positioned to provideTHE CITY OF FT.WORTH with the same value. Fallowing is a list of accounts that are currently utilizing a TechCenterrm 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. C®MANYIADDRESS fCONTACTI ENVIRONMENT. 111-10NC NI.1i11'BER i Blue Cross of Idaho Jan Marshall OS/390 3600 E.Pine Avenue (208)331-7571 CICS Meridian,ID 83642 CA-Datacom Florida Community College at Jacksonville Paul Freeman VSE 9911 Old Saymeadows (904)632-3077 Adabasll atural Jacksonville,FL 32256 CICS TS Makita USA,Inc. Mickey Takahashi OS/390 14930 Noribam Street (714)522-8088 x4000 CICS La Mirada,CA 90638-5753 IMS Smart&Final JY Frankic Jackson Z/OS 604 Citadel Drive (323)869-6202 CICS Commerce,CA 96040 5eeBeyond Technology Corporation Craig Parks OS/390 404 E.Huntington Drive (626)471-6060 x6279 CICS Monrovia,CA 91016 13132 IMS MQ Series AS/406 Yamitha Motor Corporation,U.S.A. rimmith OS/396 6555 Katella Avenue 761-7376 CICS Cypress,CA 90630-5101 MQ Series City of Ft. Worth-Confidential Rage 17 05119/2004 APPENDIX B - MAJOR ACCOMPLISHMENTS 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 durutg 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 (lie 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. • 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: 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. D SYS I,Nucleus was defined with UPDATE access, exposing the City of Fort Worth Mainframe environment to the possibility of deletion and updating of SYSi.Nucleus, resulting in the inability to perform an IPL, >- The majority of datasets were not protected by RACF. Cornerstone System Inc. perfonrsed an analysis, and after obsolete datasets, such as Y2k, DB2 related and QMF related were migrated to tape,procedures were put into place to protect datasets'lay the use Groupids and Userids with the PROTECTALL facility of RACF invoked, > Procedures were established and implemented to revolting Userids not used by a certain period of time_ > Restricting the use of the CEDF, CECJ and CEDB CICS transactions protected the CICS Production environment. • HSM was not being utilized to it's full potential. To remedy this, the following tasks were performed: The HSM parameters were modified to manage all volumes, whether they are 'SMS or NDNSMS managed. City of Ft. Worth-Confidential Page 18 0511.9!2004 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 1' City of Fart Worth Software Environment(13M and JSV) City of Fort Worth Special Procedures D Weekly TechCenter Status Reports 9 Weekly TechCenter Status Meeting Minutes > City of Fort Worth Technology Workload Plan A 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 Fon: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 engaagement. . The TEST LPAR is now at the same level,z1OS 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 —- 05Y 1912004 APPENDIX C - COMPANY OVERVIEW COMPANY OVERVIEW Founded H 1911,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 113M 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,software 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 Hgh 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 TechCenteflm 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 51390 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 05/1912001 I _ 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 measurementtimprovement program for customer satisfaction. In addition, an outside survey firm selected by LBM 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°/a 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 back-up 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. TecltCentef "r-Provides a range of services from fu[I outsourcing of the systems programming functions to providing systems programming back-up 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. TechBackup71*1 — 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 ofactivities 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 05I19Y2004 a Web based status reporting of installation—improved communication • Project managed installation—timely management of issues ■ Minimization of customer staff involvement and disruption • Smooth implementation E Custom Engagements--A variety of high duality services engagements including: IT Best Practices Assessments and IT Planning Server Consolidation Disaster Recovery Planny ig and Implementation Communication and Network Design Data Center Relocation Application Migration Storage Management High Availability Design and Implementation Security Operating system upgrades and migrations Value4dded 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 corifiguration 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 ARMTECTURE/INFRASTRUCTURE Cornerstone Systems, Inc. has a variety of servers used for application development, systems testing and performance benchmarking. An YBM P1390 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 8280 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 Dorino/Notes applications from a PC environment through the use of multiple Doming partitions on a single AS/400. City of Ft.Worth-Confidential Page 22 _— WQQ4W2004-� — I i i A number of other Intel based NT/2000 servers exist to support the various corporate applications such as finance, security, Lotus Sainetime, 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 Internet 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 1BM authorized Total Storage Solution Center in Califomia. Many of the production and test systems discussed above are now connected to this SAN. We have also connected an TSM 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 Internet 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. Ourtechnical credibility is proven in the continued successes of our clients. Cornerstone Systems, Inc. employees are hired not only for their technical shills, 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 Comerstone's skill sets allows each employee to share their knowledge with others in the same specialty area. City of Ft. Worth-Confidential Page 23 05/19/2004 a 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/HPO CHICAGO SOFT VM/ESA COMPUTER ASSOCIATES DOSE VSE COMPUWARE 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 i PLATINUM SYSTEMS SAS INSTITUTE SEA SERENA SOFTWARE INT'L SOFTSYSTEMS SOFTWARE DIVERSIFIED SOFTWORKS, INC. STERLING COMMERCE STERLING SOFTWARE SYNCSORT 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 OF/RMM ADABAS DF/SORT .IDMS ADSM City of Ft. Worth-Confidential Page 24 05/19/2001 i PRINCIPALS President Herb Chitturn 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 92502 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 MSSISSAUGA ONTARIO MONTREAL QUEBEC 2 Robert Speck Parkway Suite 750 592 Jacques-Cartier St. Mississauga,Ontario CANADA L4Z1H Boucherville,Quebec CANADA 14B 6J5 City of Ft. Worth-Confidential Page 25 5f19/2044- COMPANY INFORMATION Federal Employer Identification Number(ETN): 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. 27204 Tourney Road,Suite 315 Valencia,CA 91355 Phone Number: 303/660-8543 E-mail Address: ddavidcsihome.com City of Ft. Worth-Confidential Page 26 45/19/2044 APPENDIX D - STAFF BIOGRAPHIES Included are the biographies of what Cornerstone believes would be an appropriate mix of skills regiired 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 Corrterstone Systems Inc. in March 2003 after a 24-yea- 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,UNIT{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 BM including, Customer Service Executive, Services Sales Specialist, Systems Engineering Manager, Maintenance Field Manager and Manager, High Availability and Software Support. Her last 1:13M 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 techrocal 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[BM sponsored advanced business and technical programs. City of Ft.Worth-Confidential Page 27 05/19/2004 Dan :FouIk General Manager, Mainframe Systems Mr. Dan Fool 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 plaming phases with new customers. Mr_ Foulk's career has been primarily in the Tecluucal Support arena. He has held progressively more responsible positions,managing staffs of more than 50 technical employees. Purr.Fotilk 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. Faulk 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 05/19/2664 I s 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: l]Hardware: IBM 7060 H50 and 1470, zSeries 2064-101, RS6000, 967211115, R25, R45, 1156, R65, ES9000 902119X2, 982, 520, IBM 4381, 4341, 4331, IBM 3701138, 125, IBM 5136, IBM 360140, 360/22, and NCR Century 200, and 2) Software:z/OS,OS/390,MVSIESA, VMNSE,VSE,and various StorageTek,Candle,Computer Associates, and Boole &Babbage products. Since joiring Cornerstone,Ms.Ledet's assignments have included: • CS/390 migrations and installations ■ ziOS installation • Data center relocation ■ ESS installation and implementation • Tivoli Storage Management installation and implementation • RS6000 FileserverlWebserver 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 --D5119f2004-- � 1 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;s 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 Progranuner,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. Vimstko's vast experience with software and hardware products include: 1) Hardware: TBM 3090, IBM 370/168MP and 3033MP, 9572-z77, 7060-H50, and 3494 tape Libraries, Multiprise 2003-135 and 257; 2) Software:MVSIXA and ESA,OSI390,CICS,DB2,VSAM,TCPIP,LANIWA.N TETWARE,fM Openview with Traffix and Transcend,LPAR,and SAS EASYTRIEVE,RACF,JFS2,PRISM,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 parting of Lows 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. Flis minor was Computer Science. He holds a UNIX SYSTEMSIC 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, PRISM, CICS and SCLM. City of Ft. Worth-Confidential Page 30 J�5m"- II , . 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 OS1390. 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: LBM 9672, fBM 3090, ISM 338013390,IBM.ESS 2105,ISM ATLNTS and 2)Software:MVS/ESA,DS/390,HCD,SMPIE,JES2, ICKDSF,ISPFIPDF, PSF, SDSF, TSDIE, DFSMS, DFSMShsm, and products from Computer Associates, Compuware,and Levi,Ray and Shoup. Recent projects at Cornerstone include: • Multi LPAR I 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. City of Ft.Worth-Confidential Page 31 05/19/2004 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/fP, VTAM, NCP, Network Print Facility, IP Printway, and Netspool; OS/390 and related products;and Landmark's Monitor and Candle's Dmegamon for NNS. 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 aTAO system and CA-View ■ installation and maintenance of various third panty products such as TPX, CICS Monitor, Abend- AID/FX,CA-View and Connect:Direct MVS • Installation and maintenance of various IHM communications products such a; NCP, ACF/SSP, TCP/IP under QS/390,including FTP and TelNet 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 Intemal Architecture, CICS Internal Architecture, CICS Systems Debug, CICS Command Level Profgamming, 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 05/19/2004 APPENDIX E - CORNERSTONE HOTLINE ESCALATION PROCESS Seventy Qie Problem EseaWon severity Cine No Problem CbIC�1 Fn©otmtered " 1rm�ediarety C`rR CSC tidline [ms>:dia5e 1-ODD-SIO-3004 tcaponZMA YES �1� resauce pghlem resoEu[ion assigned? rIn-Ca11 CS] 15 Kniffe Marq4cn=1 PCSpPrmC IQ NO-Cycle dffm ft wre call PDOM for the ralav;ag CAU est rbnaren=rn YCF.+-3e ainutts for Cal CS[>=xauaives fiNhrc to assign a knuWcal resource YI-S•k1on to: irrd ucal .-not relievedorrw proWemresnlulion appears or ] 9 assig e& SEV 1 - Severity 1 - Immediate attention required, mainframe, subsystem or other key functions are down and unavailable-cannot conduct business City of Ft. Worth-Confidential rage 33 — I Severity Two Problem Escalation I Severity'I'm Problem +CSI !�Ianagmrcr�t Encountered Within l hour Gull CSI liolline Irrmnrdiaue .YES-Monitor Y-9i1a51(k3 1 tespa=and pruNemresolutiot rCSaurca progress esSryRued7 No-Call CSI 0nAriuules lw'idlneirel7serrl response? NO.C'ycle through the same call procrss fir the fdlmirrb. Call CSI IHanagnruent YES-60 minutes for all CSI Excmives I-fohnC 44 assign a 1P.GI1r11 C311t:,mve 'I- . Restait call escalation if probleni YES-Mrinilor Tcrtvacxl � a relieved or resolved or problem resdulicn Reswrce appears ti PmST� assi95 I resolved within 5 working days. SEV 2 - Severity 2 - Business still functioning but need someone to resolve the problem - business is operational though impaired to some extent City of Pt. Worth-Confidential Page 34 l� i Severity Three Problem dation Severity I>u€�e Problem +to-call CSI I nownteled Within 2 haves 2 hexa YES-h4milor Call CSI Hotline =per srd problem msahttinn I-M510-3OD4 o`rm assiplop WU-Cal CS1 I Figur MarAwrrwd reslxxrse? 140-cycle tivauh the same call prt= For the Fblluwiaa: Cab al Manage M" YES-90 n iwws for Call CSI Execubves f-katiine In as�i�m a IwwCw n s9luoe r ra relievednot or resolved or YES-Moons* Technical �IcmreSC�llClfY] � appears + or FYI eSSi � resoi ved within 30 days. SEV 3 - Severity 3 - Deed someone to address the problem though need is not immediate- business functioning normally City of Ft.Worth-Confidential Page 35 nSIl 912004 r APPENDIX F --- PROJECT GRANGE CONTROL PROCEDURE 1. The Cornerstone Project Manager briefs all project participants on the Scope and Deliverables of the engagement at project start. 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. 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. S. If the ansiver 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 atrthorizer(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 QuickcPlace. City of Ft.Worth-Confidentiai Page 36 1'}912�i1� r APPENDIX G - CITY OF FT. WORTH CHANGE CONTROL PROCEDURES ortons WWOTU IT Solutions Change Management Policy and Procedure 4/12/2004 Version 1.1 by Annie Taylor-Curtis City of Ft.Worth-Confidential Page 37 � . WIM i y w Objectives The Change Management Process is intended to manage Change such as the installation,alteration,or deletion of software,hardware,network,facilities,services,and application components in the production environment, configuration, or procedures used in support of IT. Definitions Change: Any installation, alteration, or deletion of software, hardware, network, facilities, services, and application components in the production environment, configuration,or procedures use In support of IT: Change Management: The process of planning, coordinating, monitoring and commukating Changes that affect the IT phones,radios,and computing resources, a Improving the maintainability of the IT computing environment, ❑ Providing a single standardized process that supports the efficient and prompt handling of Changes, ❑ Centralizing and capturing all Change data in an on-line tracking system, a Coordinating events and efforts to help manage the impact of Change across IT, ❑ Reducing or eliminating disruptions to the availability of systems or service due to Changes. City of Ft.Worth-Confidential Page 38 05/19/2004 v 1. Definitions Change is any installation, alteration, or deletion of software, hardware, network, facilities, services, and application components in the production environment, configuration,or procedures use in support of IT, Change Management: PROCESS OF PLANNING COORDINATION I CHANGES that affect the IT MONITORING Telephones, Radio's, and computer resources COIa7Iv UMCATING 2 2.1 Within Scope The Change Management Process begins with the creation of a Change Request using the Change Management Form. We will use this process until the Online Tracking System implementation, This request is an internal IT document, not normally used by fT Solution customers. It ends with the satisfactory implementation of the Change and the communication of the results of that Change. 2.2 Out of Scope Each management process within our organization links too many other processes. The scope outlined above provides a logical boundary around the functions that. Change Management comprises, Successful execution of Change Management requires interaction and interrelationship with some key process, procedures, and practices that are beyond the scope and objectives of the Change Management Process, Over time, thesed ependencies andr elationships will clearly identify and addressed. As the process matures, these linkages formalized to effect consistent and coordinated exchange of Inputs and outputs. The Process includes logical boundaries around the functions that Change Management comprises A1—A0: City of Ft.Worth-Confidential Page 39 05/19/2004 Define/Refine Change Management Al Submit Change Request A2_ ► Perform Technical . Assessment ` � A3 1 I Perform Business I Assessment ' I A4J ► Approval Process Phase - --- A.I t Schedule Change A6 Implement Change A7 Validate Change i AB MeasureNt port Chang Managem nt Proces Effectiven ss I A9 2.3 Coverage The Change Management Process covers all IT computing platforms, telephones, and radios. The initial implementation of this process only covers platforms and services provided by IT. Subsequent implementations may encompass greater coverage within IT. The Change Management Process covers these areas: City of Ft.Worth-Confidential Page 40 05119120 —� _ . I r ❑ Hardware— Installation,modificalion,d e-installation or relocation of computing equipment, ❑ Software -- installation, patching or upgrade of software products including operation systems access methods,p ackages,internally developed packages, and utilities, o Network Hardware—Installation, modification,de-Installation, or relocation of hardware providing network service (servers, bridges, router, gateways, hubs etc.), ❑ Network Software — Software Changes that provide connectivity between nodes or within network hardware, o Network — Modifications to network and connectivity (cabling, connectors, network,adapters,circuits,table/configuration definition,etc.), ❑ Telephone — installation, modification, deinstallation, or relocation of PBX equipment and services, ❑ Database—Changes to databases or files such as additions, reotganizations, and major maintenance, a Application — Application Changes promoted to production as well as the integration of new application systems and the removal of obsolete elements. ❑ Moves,Adds,Changes and Deletes—Changes to system configuration. ❑ Distribution Lists—Requests for creation, deletion,orr evision of distribution lists. ❑ Schedule Change — Request for creation, deletion, or revision to job schedules, back-up schedules or other regularly scheduled jobs managed by IT, 2.4 NO Coverage The Change Management Process does not cover these areas: ❑ Conti ng ency0saster Recovery a Pre-production testing environments Changes to non-production elements or resources Li Customer Managed systems ❑ Changes made within the daily administrative process them, however, are subject to this Change Process.Examples of daily administration tasks are: o Password resets o User adds/deletes o User modifica#ons o Adding,deleting or revising security groups a Rebooting machines when there is no Change to the configuration of the system ,a Pile permission Changes 3.0 ROLES AND RESPONSIBILITIES The roles discussed refer to functional roles and do not represent a one-to-one mapping to existing personnel or positions. In most rases, a single individual will fill more than one role. 3.1 Change Management Process Owner _ City of Ft. Worth-Confidential Page 41 0511912004 r This individual is an IT management representative with ultimate responsibility and authority for the Change Management Process: ❑ Ensuring that the business objectives of the! T organization are properly managed and supported by the process, ❑ Prioritizing process investment (responsible for cost of and investment in the process), a Acting as the final escalation point for Change Management Process issues, ❑ Preparing policies, a Communicating new and revised policies and procedures, © Approving new process definitions, requirements and requests for improvements, L3 Enforcing the process throughout the organization, a Approving or rejects Process Deviation Requests. 3.2 The Change Management Team Lead(CIM Team Lead) The Individual is responsible for the effective management of the policies, procedures and tools,which support the Change Management Process.Duties include:. r' Maintaining a common repository of Change Request Information, ❑ Assigns roles within the Change Management Process, u Ensures proper Change routing and notification, Li Ensuring that policies and procedures are followed, ci Chairing weekly Change Review Meeting that addresses business assessments,technical,assessments,scheduling and approval activities, © Maintains the Consolidated Change Schedule, ❑ Invokes the Escalation Pmcedure when there is a disag-eement over the technical assessment,business assessment,approval or scheduling, u Ensures tools are available and properly maintained„ n Provides Change Reports to management, Q Assists in making the final decision as to whether the imp emen ted Change fully met the Change requirements. 3.3 IT Management IT Management is the group of individuals in IT with the authority to approve,reschedule, or deny a Change request, IT Management authorization may be granted by one of the following positions: Director,Assislant Director,and DIVIslon Mlanagar. 3.4 Change Owner The individual that opens a Change request is responsible for the success orf allure of the Change Request.Duties include: ❑ Ensuring that the customer understands and accepts the implementation schedule, a Completing the Change Request with the required information, o Submitting the Change Request, ❑ The Change Owner assists in making the final decision as to whether the implemented Change fully met the Change requirements. City of Ft. 'Worth-Confidential Page 42 05/19/2004 • 3.5 Change Approver The individual(s) that is responsible for approving or rejecting Change requests. The Change Approvers have the following responsibilities: • Approving or rejecting Change Requests, ❑ Understanding the impact of a Change within their area, ❑ Ensuring the technical assessment,if required,was successfully completed, n Ensure the business assessment,if required,was successfully completed. 3.6 Project Approver This individual who is responsible far reviewing Changes for completeness of data and customer requirements. Their authorization denotes readiness of the Change for implementation.Duties include: ❑ Ensuring the Change has been tested and meets the customer requirements, ❑ Ensuring the customer has accepted the Change, Implementation Plan and schedule, a Assuring completeness of the Change Request and all supporling documents, 3,7 Change Reviewer The individual responsible for ensuring the Change Request complies with the Change Management Process.Duties include: ❑ Acting in an advisory capacity, ❑ Performing the proper technical and/or business assessments,if required, ❑ Ensuring Changes are complete and accurate, ❑ Determining if Changes are sent to the Change Management Review Committee(CMRC), ❑ Finalizing Changes for the Approver, ❑ Executing back-ouYrecovery plans when required. 3.8 CHANGE MANAGEMENT REVIEW COMMITTEE (CMRC) REPRESENTATIVES Each representative is an individual who participates in a cross functional Change review process representing the interests of their business unit/department. 3.8.1 Committee Members ❑ Security and Administrative Services Assistant Director ❑ Network Services Sr.Tech Support Analyst ❑ Customer Service PC Support Analyst ❑ IT Finance Sr.Service Specialist ❑ Telephone Services Sr.Communications Technician ❑ Lead Court Programmer Analyst ❑ IT Finance Project Consultant ❑ Security Tech Support Analyst ❑ Security Change Control Analyst ❑ Water IT Representative City of Ft.Worth-Confidential Page 43 05/1 W2004 o CFW Web Content Analyst ❑ Internal Audit Representative a Operation Scheduler 3.8.2 Committee Responsibilities ❑ The committee as a whole is charge with reviewing and approving Changes from all departments. ❑ Understanding the Change Management Process and complying with IT purpose(s), • Participate proactively in the review of proposed Changes. ❑ Approving or reject Change Requests. Q Attending weekly Change Review meetings ❑ Act as a focal point for Change Management issues in their business unit/division, ❑ Understand the impact of Changes within their business unitfdepartment. ❑ Make the final decision ast o whether an implemented Change meetst he Change requirements and what type of impact it will have on customer(s), ❑ Schedule Changes, 3.9 Change Coordinator ❑ The individual responstble for the implementation and monitoring of approved changes. Responsibilities are., ❑ Receive the Change Request that is to be implemented. ❑ Ensure timely implementation of the Change. ❑ Document the status of the Change Request. ❑ Communicate unusual events to the Change Owner. 4, PROCESS DESCRIPTION 4.9 The Interrelationships with other Processes When operating with the Change Management Process, it is imperative that all participants have a clear understanding of how the process interacts with other disciplines within IT and customer organizations. The flow chart describes on the following page displays IT disciplines. Ita Iso displays how Change Management interfaces Mth thoEe disciplines. 4.2 CHANGE MANAGEMENT PROCESS FLOW There are two major process flows within the Change Management Process:The normal process, which applies to the majority of Changes, and the emergency process. This breakdown allows for enhanced tracking&management Changes. City of Ft. Worth-Confidential Page 44 05/19/2004 s An Emergency Change is an application, operating system, or hardware that requires immediate attention due to an existing or likely failure that will severely affect IT ability to conduct normal business. — _ -Define/Refine Change Manag merit Practices start ' Customer opens Emergency No Cham me Nam Den Protect; Request A Chang e7 sines req a y Defer, or SoIutlonsordor# Pend Yes Yes s Emergency Approve Change Change Request Perfarn Technical Perform'Business Risk Assessmet; Assessmenrt; Application Prcrg. Business Planners Schedule Change Na Yes f 1s Project Faaslble7 Imptement open Proble T1 Change Yes Project Management No Technical Teem Testing 1 Customer approval -Nom Prablem7 ~ --Yes- - BackW Validate Change � �P Change Change Management Process Flow Open Change Yes Request + A ■ Document 1 Measure/Report Change Management Process Effectiveness i 41 Change Management Sub-Processes City of Ft. Worth-Confidential Page 45 051191�.a00 ., r THE CHANGE MANAGEMENT PROCESS IS BROKEN DOWN INTO SEVERAL SUB-PROCESSES. THE ACTIVITIES ASSOCIATED WITH DEFINING THESE PRACTICES ARE: ❑ Define I refine Change management practices Li Open project,request solution perform technical assessments Li Perform business assessments ❑ Project management teams ❑ Technical teams Open Change requests ❑ Emergencies ❑ Change meet business requirements ❑ Approve Changes Li Process Changes ❑ Schedule Changes ❑ Implement Changes o Validate Change implementations ❑ Measure 1 reporting Change Management Process effectiveness 4.3.1 refine!Refine Change management Practices This sub-process creates and modifies policies,p rocedures,a nd work instructions for all processes involved in Change management. The activities associated with defining ! refining these practices are: ❑ Determine Change Management objectives, scope, coverage, policies, and standards,. ❑ Address day-today process issues, a Assign rotes and responsibilities within the Change Management Process, ❑ Define Change approval procedures, ❑ Define communication procedures,and ❑ Determine measurable objectives. ❑ This sub-process relies on the following major inputs: ❑ The IT Mission Statement, ❑ The IT Quality Policy—Quality at everypoint ❑ Feedback on current Change processes, ❑ Existing process guides,and ❑ Change Management Process performance against IT objectives. ❑ This sub-process generates the following major outputs: ❑ Change Policies, ❑ Change Standards,and ❑ Change Processes,Procedures,and Work Instruction, City of Ft.Worth-Confidential Page 46 05119120-1 I ❑ This stip-pror.ess is performed by: I ❑ The Change Management Process owner and ❑ The Change Management Team Lead. 4.3.2 OPEN CHANGE REQUEST The activities assr,6aterl with opening a change request are: ❑ Enter the request into the HEAT or Tivoli management system. ❑ Review and validate the request to be sure it is complete. 4.3.3 Perform Technical Risk Assessment This sub-process evaluates and validates the technical feasibility, the risk,and the effect that the Change will have on the production environment. A Technical Risk Assessment is only required for Risk/Quantification levels 9 and 10.A discussion of the worksheet for the Risk Assessment is included later in this document. 4.3.4 Perform Business Assessment This sub-process evaluates the impact of the Change to the user, the business risks both doing and notd oing the Change, and implementation timing. The key objective is to confirm that the Change is consistent with current business objectives. A Business Assessment is only required for Risk/Quantification level 9 and 14. 4.3.5 Project Management Encompass the technologies, tools, and techniques that IT employees use to develop and deploy a business solution.Within the scope of project management, linkages to process that generate Change requests.Additionally,the execution of Changes uses the project management process. 4.3.6 Technical Team Ensure that the scope of the project remains intact and the final solation does indeed satisfy the original business requirements.This subprocess includes: ❑ Design, ❑ Analysis, ❑ Code, ❑ Test,and 4.3.7 Testing/Customer Approval This sub-process ensures that the final solution satisfies the original business requirements. City of Ft. Worth-Confidentiai Page 47 ��r 4.3.8 OPEN CHANGE REQUEST THE ACTIVITIES ASSOCIATED WITH OPENING A CHANGE REQUEST ARE: a Enter the Change request into the Change management system(in the future). Q Review and validate the Change Request to be sure It is comptete. i 4.3.9 Emergency Exception Change Process An emergency request is associated with a moderate or severe problem in the production environment. The activities associated with handling emergency Changes are: ❑ Notify the appropriate user points of contact and IT supervisor. ❑ Review the proposed Change with the affected users and a member of the Emergency Change group. ❑ Change Owner submits a Change Request- 4.3.10 APPROVE CHANGE The activities associated with approvinga Change are: ❑ Obtain approval of the Change from all involved parties. a Communicate the status of the Change. ❑ Change Management Review Committee Review. 4.3.11 Schedule Changes The Change Schedule objective is to ensure that all Changes are ccmpatible with each other in terms of impact,timing,and resources.The activities associated with scheduling a Change are: ❑ Document all Changes to the consolidated Change schedule. a Ensure the compatibility of alt Changes for the scheduling period. ❑ Communicate the consolidated Change schedule to all affecled parties. 4.3.12 IMPLEMENT CHANGES The activities associated with implementing a Change are: ❑ Monitor the progress of the implementation and ensure completeness. ❑ Document implemented results. o Request back out if a problem occurs. City of Ft. Worth-Confidential Page 48 05119/2004 — - � ❑ Inform the Change Management Review Committee ofa ny/all instances where unexpected outages and/or impacts were encountered due to a Change implementation, 4.3.13 VALIDATE CHANGE IMPLEMENTATION The activities associated with validating a Change are; ❑ Ensure all start-up and shutdown scripts been modified as necessary, ❑ Ensure all start-up and shutdown procedures been modified. Q Ensure that the back-up plan been modified as necessary. ❑ Ensure the disaster recovery plan have been modified as necessary. ❑ 0Val n customer sig"ff were appropr ate. a Communicate the results cf the implementation to affected parties, ❑ Verify that the implemented Change met the Change requirements. 5. POLICIES AND STANDARDS Policies must be in place to allow 1T to identify, prepare, and implement Changes as efficiently and effectively as possible. By adhering to the following policies and standards,l T will have the greatest opportunity to accomplish the Change Management Process objectives stated earner in this guide, 5.1 POLICIES Policies are rules and practices that influence the way processes and procedures are executed. The following policies shall be adhering to in the Change Management Process: n There will be one Change Management Process within the IT department production environment where all Changes are managed. ❑ All Changes affecting the characteristics or configuration of the IT environment will be subject to the Change Management Process and will be managed in accordance with this guide, ❑ All departments requesting notificaticn about or approving Changes will participate in the Change Management Process. ❑ To allow for corporate-wide scheduling and proper communication„ changes will be enter into the system on or before the date specified in the lead-time standard, U STANDARDS Standards are constraints on the solutions one can take to the activities specified in ponies, processes, and procedures.The following standards will.be utilized to achieve the policies and objectives of the Change Management Process; City of Ft. Worth-Confidential Page 49 1I 05/19/2004 i 5.2.1 Information Standards a All Change Request information will be maintain in a common repository. ❑ The Change Owner will complete all required Request information, Q If a Change results in a problem after IT completion or results in a problem in an asset not associated wish the Change,a problem report will be open. ❑ The Change Owner will assign a priority levels to each Change.The priorities are; * Mandatory:The Change date cannotb a alter after the arrangements with the customers regarding the Change or the Change is legally mandated. * Negotiable.The Change date can be alter but this will require some level of risk to the business or other scheduled Changes. The Changed date must be communicated as early as possible, o Flexible; The Change date canb er eschedulingw ith no risk or impact. The Changed date must be communicated as early as possible. 5.2.2 APPROVAL STANDARDS A Project Approver must approvea II Changes before they arei mplemented. The approval signifies that the Change is valid, has been properly documented test, and is ready for implementation, The Service Provider or designee must approve all Expedited Change Requests. The Change Management Review Committee (CMRC) must review all Change Requests prior to scheduling and implementation with the exception of Emergency Change Requests. Change Management Coordinate and communicate any production system Change. Production System Change Any Change affecting an existing production system hardware and/or software device{s}that IT supports. Production System Any production system hardware andlor software device(s)supported by IT and used by the City of Fort Worth employees in the performance of business activities. A production system defined as an operation system consisting of a collection of subsystems. The Production Systems document contains the core productions systems names supported by iT Solution, at httn:l/FslOQIChangemamtldefauft,asa, and Change Management on Fs 001i7olutions. City of Ft.Worth-Confidential Page 50 0511912004 f System Availability System availability is the state of a production system availabiNty,w hick clearly identifies the status of that system to the City of Fort Worth employees. A system is considerer available if systems are functioning far most users. Testing Software The test results time and date must be greater than the software alteration time and date. If the software alteration time and date is greater than the time and date on the test results, the software will not be move to production or to the production staging libraries. Scheduled Change A scheduled Change is any production system planned and executed within the standard Change Management timeframe. E-mail a completed Change Management Fora to `ZZ—IT—Change Management—Team' no later than 12.00 p.m. on the Friday preceding the Change. This allows lime to place the item on the agenda and for review at the CMRC meeting. Change Management Review Committee (CMRC) meetings are held every Monday at 1:301 p.m.i n the iT Westc onference room on the Lower Level of City Fall. Ift he regular scheduled meeting day falls on a holiday,t he meeting wll be held the next day,w hich is the Tuesday immediately following the holiday, at 1:30p .m. Change requests are presented to the Change Management Panel at the CMRC meeting. The Change Management Committee will either Approve the Change, Reject the Change for the reasons specified during the meeting, or Defer the Change to a future date when all Change Management requirements are completed. Once the Change is approve it is place on a schedule for implementation, on a specific dateltime and an issued a Certificate Number.This Certificate Number is use for any activity pertaining to the Change. Notifications The process ofi nforming users abouts cheduled,a pproved Changes that may affeett he production systems they utilize. If there is a need to send an e-mail notification, the Customer Service Division(CSD)will perform this task. Ifa scheduled Change needs to P have the CSD send a notification, the request to perforin this notification task needs to be sent to CSD far enough in advance to meet the required lead time of seven days for a ma:or Change and two business days for a minor Change. This allows the CSD a minimum of 24 hours to review and refine the message prior to distribution. A communication request for A-App roved Changes only,should be submitted to CSD. IT Management IT Management is the group of individuals in IT with the authority to approve,reschedule, or deny a Change request. IT Managementa uthorization may be granted by one of the following positions: director,Assistant Director,and Division Manager. An Emergency Change in an application, operating system, or hardware that requires immediate attention due to an existing or likely failure that will severely Impact the lT ability to conduct normal business. An emergency Change is implemented an City of Ft.Worth-Confidential Page 51 i' , *= emergency change quickly to ensure that business systems and the ability to conduct business are not negattively impacted. Emergency Changes are process in the following manor: During Duty Flours Programmers request approval from the Change Coordinator or the Change Manager prior to the Change implementation. Change Management Panel will circulate the Change for review/comments prior to approval.This emergency approval process will take less than an hour. The Change Coordinator will perform all Mainframe moves into production. No one,other then the Change Coordinator,w ill move elements into production. However, if the Change Coordinator is unavailable during normal business duty hours,t he System Operators can give the Programmer Analyst access to the BOSSGRP to allow the Programmer Analyst the ability to move emergency program modification into production. Please note: This will be a temporary procedure until the elements are moved and securely locked in the production libraries. DTS packages,etc are currently being move by the Analyst, During Non-duty Flours: Programmers will implement the Change and send an e-mail to the Change Management Committee soon after the Change is verified as working. To perform production moves in an emergency, it wll be necessary to request production access to the Mainframe BOSSGRP group from the System Operator at the time the programmer requires the move to occur. 523 Mainframe Staging library The Change Owner should perform test andg ivet he test results to the Change Management Coordinator. At this point, the Change will be Accepted or Denied, or Depending on the nature of the Change,the Change Owner might be asked to present the new Changes at the next CMRC meeting, If the Change is Accepted, the Chane Owner will move the new Change to IT proper staging library, If the Change is accepted, the Change Owner wilt move the new Change to one of the following staging library: IrSTAGE.PROCLIB TAGE,SOURCE.COB©L TAGE.JCL.LIB w�7 STAGE.COPY.LIB 7 !1 5.3 Escalation There are several areas where disagreementm ay exist over schedulinglapproval ofa change.Three examples of potential disagreements are: ❑ The readiness of a change for implementation, ❑ The appropriateness of a change being expedited,and City of Ft. Worth-Confidential Page 52 05/19/2004 r lAben Change Owner,Service Provider(s),C/M Team Lead,or CMRC cannot resolve these disagreements,the CiM Team lead will escalate the issue to successive levels of management in the organi?ations where the disagreement exists.The issue will continue to escalate until a decision is agree on. 6. Measurements and Reporting Measurements and reporting are a necessary part of Change Management Process. They are key aspects in maintaining a continuous process improvement cycle. The process measurements will determine the effectiveness of the Change Management Processes, Management is given a report describing the measurements, 6.1 Completed percentage of changes that were successfully The initial goal is 98%of all approved changes are successfully completed.The implementation is on time,with no unplanned negative availability impact to the customer. Definitiom Number of successful changes divided by the number of approved changes. 6.1,1 Percentage of changes causing problems The initial goal is 50-,.A change has a problem if there is a problem report linked to a change.A change causing problems can be successful or unsuccessful. definition: The calculation for problems are determining by the number of changes that have a prober report divided by the number of approved changes. 6.1.2 Percentage of changes denied This is a measurement of IT's ability to educateArain all participants an the Change Management Process and the use of the selected tools.Definition,Number of changes rejected divided by the total number of changes, 6,1.3 Percentage of changes handled as emergencies The initial goal is 101/6. This is a measurement of [Ts and the customers' planning processes. Definition: Number of changes handled as emergencies divided by the number of approved changes. 6111 Number of changes made by environment and business unit This gives everyone an indication of the type changes made and the changes by business unit. The type of changes will initially be hardware,as,application,system configuration.network,database,and desktop. 6.2 Reporting Reporting is an important pari of the Change Management Process. Produce Reports on a monthly,quarterty, and yearly basis. Some reports are operational in nature (i.e., used by those operating within the Change Management Process) and (i.e., used by ITm anagement to assess the performance of the Change Management Process), 6.2.1 Operational Reports Weekly schedule of Changes Changes closed in the last week Stalus of all open Changes 6.2.2 Management Reports The Change Management Online system will produce monthly reports with the possible of quarterly and yearly roll-ups.These reports are distributed to IT management and customers,These reports include: u Total number of changes,and the trend over the last quarter e7 Total number of changes and trend over the last quarter by: City of Ft.Worth-Con-fidential Page 5 1ffTl9f20t1 �1� I c Process:Normal Scheduled,Emergency Type:Hardware,OS,Configuration,Application,Network, Database,and Desktop Q Business Unit Status: submitted, approved-scheduled, approved-rescheduled, deferred, denied, change completed, changed backed-out or notification, Change meetings are a mechanism for performing the Change Management Process as well as reviewing the process itself. These structured meetings improve communication and promote/ease the control of change, T. Meeting 7.1 Change Management Review Committee Meeting(CMRC) This is a weekly meeting conducted for the purpose of bringing togcther the CMRC representatives to review outstanding Change Requests and provide a forum for the presentation and discussion of change plans and information.The objectives of the meeting are: ❑ Final discussion and approval/rejection of changes a Scheduling of approved changes and setting the change calendar a Review of changes targeted for the next change period o Documenting issues and exceptions for management review 7.2 Change Status Review A Change Management staff member reviews scheduled changes each weekday. The Change owners are rewired to update the status before the meeting. The staff will also review problem records weekly to determine if any changes caused problems. 7.3 Process Improvement Meeting The Change Management Process Owner will conduct a quarterly meeting forum to review trends in the Change Management Process and determine the course of improvement, 7,4 Interrelationship with other Processes When operating with the Change Management Process, it is imperative that all participants have a clear understanding of how the process interacts with other disciplines within IT and the customer organizations.This section describes some of the other disciplines in IT.11 also describes how Change Management interfaces with them. 8. Interrelationship with other Process 8.1 'System Management Processes System Management processes represents a set of integrated managementp messes that govern the delivery of IT services.Change Management is one of these processes. 8.1.1 Problem Management All Changes that fail and/or encounter problems after the completion of the implementation are recorded and tracked in the Problem Management. Process. Changes that result from the resolution of problems have the problem or ticket number{s}included in the Change Request. 8.1.2 Performance Management Records Changes resulting from the need to tune various components of the production environment tracked by the Change Management Process. City of Ft.Worth-Confidential Page 54 05119 - f Jft- 8.1.3 Capacity Management Changes resulting from the need to modify capacity are record and track by the Change Management Process. 8.2 Business Management Processes While system management processes focus on the management of the IT environment,iT is also subject to the guidance of many other business processes. In addition, the concepts and constructs of change management have application outside the (The Company) IT production environment. Hence, it is desirable to understand interrelationships with key business processes. 8.2.1 Resource Management Resource Management encompasses the procedures and practices used by(The Company)m anagement to maintainlenhance skills within the organization and to allocate those skills adequately across multiple businesses needs.The successful implementation of a change requires the proper skills applied at the proper time. 8.2.2 Project Management Project management encompassest he technologies, tools, and techniques that the City of Fort Worth IT employees to develop and deploy a business solution. Within the scope of project management, linkages to process that generate a change requests. Additionally,t he execution of changes uses the project management process. 8,2.3 Application Development Life Cycle Application development has its own need for change management to ensure that the scope of the project remains intact and that the final solution does indeed satisfy the original'business requirements.The result of an application development is deployment into the production environment,which is an infrastructure change. 8.2.4 Business Planning Encompasses the activities pursued by the management of customer organizations to identify and fulfill the functional requirements for their business needs and to integrate those requirements into their existing environment,Within change management,the business planning contributes to the identification of assessment criteria for categorizing and mitigating potential business risks in introducing a proposed change. 8.2.5 Service Request The procedures(Heat or Tivoli),and practices used by IT to respond to the service needs of a customer,Service Request also covers the reporting and authorization procedures used by the customer before contacting IT. Service requests often result in a Change Request. 8.2.6 IT Asset Management It Asset Management provides a comprehensive list of the assets that can be changed by the Change Management Process.Additional,any change to the IT Asset list requires a Change Request. 8.2.7 IT Configuration Management Manage Changes to the configuration are tracked within the Change Management Process. As adds, moves, and changes are processed,the configuration is controlled,updated and verified. City of Ft.Worth-Confidential Page 55 {3vr,yt7C.fT — - City of Fort Worth, Texas Mayor and Council Communication COUNCIL ACTION: Approved on 4120/2004 DATE: Tuesday, April 20, 2004 LOG NAME: 13PO4-0081 REFERENCE NO.: **P-9948 SUBJECT: Purchase Agreement with Comerstorve 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$152,000-1 and 2. Authonze 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. Theprovision of systems management, which includes product instakation, de-installation and performance and tuning activities. Performance of scheduled maintenance for software products, support for application Issues and support for production control issues- Lognarne13PO4-0081 Page I of 3 Providing valuable systems information to management through detailed status reports including 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 listirg 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 cosi and agreed to a $12,0010 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. MfWBE - Logname: 13PO4-0081 Page 2 of 3 A waiver of the goal for MIWBE subcontracting requirements was requested by the Purchasing Division and approved by the M/WBE Office because the purchase of goads or services is from sources where subcontracting or supplier opportunities are negligible. RENFWAL 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 m 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 IN FORMA TIO NICERTIFICATI{ON: The Finance Director certifies that funds are available in the current operating budget, as appropriated, of the information Systems Fund. BQN\04-00811LGS TO FundlAccountlCenters FROM Fund/Account/Centers P168 539120 0043020766 000-00 x.v,5•.;+su;.xa+.eui.ssx+r.;,tiv:•e-:11 f n�F[:,u{R.':wf{2[2+/.1'' •+.vw+.rttvr.!•s:.:•:.e.V.::h",rfvvle.as+aeaysxwee.+vx%..ee^fdu{ft:X=.•Y.srn:.:.-::..:.: _.•;. ZhuuY•�l�sdMtad�.•JY.......... �Y.u:....i.s�_5... .r...t:......:rP:i`.:-lC.Y+•Ns_.2-•.•P.•rJ..x,.fE:J Submitted for City Mama _er's Offices Chades Boswell (6183) C)riiginatiing Dwartment Head: Jim Keyes (8517) Additional information Contact: Robert Combs (8357) - ---- ._-- ---.__s Kate Yarhuuse (8465) ...._w.xxsmlwni�arw -r.w.-..-e�..b*:�.•.-ter wry..e.•r.-nx,•,w.»wNvv..h..vv-.�,...,.�-,�.w.,�.,...,..:r:.. Logname: 13PO4-0081 Page 3 of 3