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									       REQUEST FOR SERVICES (RFS)

        The City of Evansville and
      Vanderburgh County, Indiana

                               for

           Information Technology
            Outsourcing Services


                   Ver 1: Published May 8, 2006
                   Ver 2: Published June 9, 2006


NOTE - Version 2 changes: Page 6, Section 1.1 ―Timeline and Events‖
dates have been updated and page ii ―Proposal Submittal Deadline‖
date has been changed. These are the only modifications.
                                  This page intentionally left blank.




City of Evansville/Vanderburgh County                                   i
Department of Information Technology - Request for Services (RFS)
                                        REQUEST FOR SERVICES


The City of Evansville/Vanderburgh County requests proposals from qualified Service Providers for
Information Technology Managed Services for the City of Evansville /Vanderburgh County, Indiana
(here after referred to as ―the City/County‖).


PROPOSAL SUBMITTAL DEADLINE
Date: July 10, 2006 (12:00 Noon Local Time)
ALL proposals MUST be delivered by 12:00 central time.
(The City/County reserves the right to reject any or all proposals.)


NO LATE PROPOSALS WILL BE ACCEPTED FOR ANY REASON WHATSOEVER



SUBMIT SEALED PROPOSALS TO
Chief Information Officer
City of Evansville/Vanderburgh County
Attn: Matthew B. Arvay, CIO
Civic Center Complex, Room 104
1 NW Martin Luther King Jr. Blvd
Evansville, Indiana 47708


Technical Proposals, cost proposals, and financial information must be delivered in THREE
separate envelopes.


PACKAGES MUST BE PROPERLY LABELED AND STATE CLEARLY THAT THE ENCLOSED PROPOSAL
IS FOR:


Information Technology Sourcing Services for the
City of Evansville/Vanderburgh County




City of Evansville/Vanderburgh County                                                       ii
Department of Information Technology - Request for Services (RFS)
                                  This page intentionally left blank.




City of Evansville/Vanderburgh County                                   iii
Department of Information Technology - Request for Services (RFS)
       Table of Contents

       1 Proposal Submission and Formatting................................................6
           1.1   Project Timeline and Events .................................................................................... 6
           1.2   Proposal Submission and Instructions ...................................................................... 6
           1.3   Questions and Answers .......................................................................................... 7
           1.4   Format ................................................................................................................. 8
       2 Additional Provisions ......................................................................12
           2.1 Revisions to RFS .................................................................................................. 12
           2.2 Use, Disclosure, and Confidentiality of Information .................................................. 12
           2.3 Errors in Proposals ............................................................................................... 12
           2.4 Service Provider Expenses .................................................................................... 12
           2.5 Proposal Life ....................................................................................................... 12
           2.6 Possession and Review ......................................................................................... 13
           2.7 Post-Proposal Discussions ..................................................................................... 13
           2.8 Contract Negotiations ........................................................................................... 13
           2.9 Contract Renewal................................................................................................. 13
           2.10 Multiple Awards ................................................................................................. 13
           2.11 No Obligation to Proceed..................................................................................... 13
           2.12 Proposal Withdrawal and Modification ................................................................... 14
           2.13 Bonds ............................................................................................................... 14
           2.14 Subcontractors .................................................................................................. 14
           2.15 Taxes ............................................................................................................... 14
           2.16 Licenses and Permits .......................................................................................... 14
           2.17 Use of City/County’s Name .................................................................................. 14
           2.18 Incorporated by Reference .................................................................................. 15
           2.19 Law and Venue .................................................................................................. 15
       3 Department of Information Technology Vision ...............................16
           3.1 IT Vision and Strategy .......................................................................................... 17
           3.2 IT Specific Strategic Initiatives .............................................................................. 18
       4 Department of Information Technology Overview ..........................20
           4.1 Infrastructure ...................................................................................................... 20
           4.2 Systems Integration ............................................................................................. 20
           4.3 Administration ..................................................................................................... 21
       5 Outsourcing Goals and Scope .........................................................22
           5.1 Goals and Critical Success Factors ......................................................................... 22
           5.2 Scope of Outsourcing ........................................................................................... 23
       6 Statements of Work (SOW) ............................................................24
           6.1 Introduction to Statements of Work ....................................................................... 24
           6.2 Response Instructions .......................................................................................... 24
           6.3 Service Environment ............................................................................................ 25
       7 Common Services – Core Services ..................................................31
           7.1 Common Services Requirements ........................................................................... 31
       8 Service Area 1 – Distributed Environment ......................................46
           8.1 Help Desk Services .............................................................................................. 46
           8.2 Desktop Services ................................................................................................. 58
           8.3 Network and Server Services ................................................................................ 67
       9 Service Area 2 – Mainframe and Water Department Systems .........82




City of Evansville/Vanderburgh County                                                                                                         iv
Department of Information Technology - Request for Services (RFS)
           9.1 Mainframe – VAX ................................................................................................. 82
           9.2 Water Department AS/400 Services ..................................................................... 102
       10 Service Area 3 – Application Development.................................. 119
           10.1 Service Environment ........................................................................................ 119
           10.2 Application Development Services Requirements ................................................. 120
       11 Service Area 4 - Technology Consulting ...................................... 123
           11.1 Service Environment ........................................................................................ 123
           11.2 Technology Consulting Services Requirements ..................................................... 124
       12 Pricing Instructions .................................................................... 126
           12.1 General Financial Requirements ......................................................................... 126
           12.2 Pricing Templates ............................................................................................. 129
       13 Exhibit Table .............................................................................. 132
           13.1 Offsite Locations Where Services are provided .................................................... 132
           13.2 Acronyms and Common Definitions .................................................................... 134
           13.3 Hardware Inventory ......................................................................................... 141
           13.4 Annual Work Plan ............................................................................................. 144
           13.5 Severity Level Description ................................................................................. 145
           13.6 Consolidated SLRs............................................................................................ 145
           13.7 Third Party and Packaged Application Inventory .................................................. 146
           13.8 Call Volumes, Call Types and Trends .................................................................. 147
           13.9 Desktop Software Inventory .............................................................................. 154
           13.10 Supported Applications ................................................................................... 155
           13.11 Milestones ..................................................................................................... 156
           13.12 Court Desktop Image ..................................................................................... 164




City of Evansville/Vanderburgh County                                                                                                   v
Department of Information Technology - Request for Services (RFS)
1 Proposal Submission and Formatting

1.1 Project Timeline and Events
The City of Evansville/Vanderburgh County has established the following tentative timeline for the
administration of this project. These dates are subject to amendment at the City/County’s
discretion.


       1. RFS Released                                      June 9, 2006
       2. Written Questions Due                             June 21, 2006
       3. Written Questions and Answers Posted              June 23, 2006
       4. Proposals Due                                     July 10, 2006 (12:00 Noon Local Time)
       5. Service Provider Proposal Presentations           July 24-28, 2006
       6. Reference Checks                                  July 24-28, 2006
       7. Down select                                       July 31- August 2, 2006
       8. Best and Final Offer and Final Negotiations       August 2-16, 2006
       9. Contract Awarded                                  August 16-18, 2006
       10.Execute Transition                                August 21, 2006
       11.Transition Complete                               September 30, 2006


(Timeline is subject to change. Any changes will be posted via the RFS Addendum process.)

1.2 Proposal Submission and Instructions
Responses to this RFS should be submitted as follows:


Chief Information Officer
City of Evansville/Vanderburgh County
Attn: Matthew B. Arvay, CIO
Civic Center Complex, Room 104
1 NW Martin Luther King Jr. Blvd
Evansville, Indiana 47708


Proposals are to be submitted as follows. Three (3) components must be submitted separately:


1. Technical Proposal consisting of one (1) original hard copy document (including all
   supporting documentation and materials) that is properly executed; and one (1) CD-ROM
   containing an electronic copy of the same. Plus four (4) additional hard copies. This
   information must be submitted in a sealed envelope or package and clearly labeled as such.


2. Cost Proposal consisting of one (1) original hard copy document (including all supporting
   documentation and materials) that is properly executed; and one (1) CD-ROM containing an
   electronic copy of the same. Plus four (4) additional hard copies. This information must be
   submitted in a sealed envelope or package and clearly labeled as such.




City of Evansville/Vanderburgh County                                                        6
Department of Information Technology - Request for Services (RFS)
3. Service Provider’s Financial Information consisting of one (1) original hard copy set of
   documents and one (1) CD-ROM containing an electronic copy of the same. Plus four (4)
   additional hard copies. The City/County may request the financial information be certified by
   an independent auditing firm. In the same manner as above, this information is to be properly
   executed by a transmittal letter, and must be in a sealed envelope or package and clearly
   labeled.


   Financial information shall include:
      Complete, audited, financial statements for the most recent three (3) years. Statements
       must be signed by an officer of the firm.
      The most recent 10-K and 10-Q reports filed with the U.S. Securities and Exchange
       Commission, if required by law.
      Recent reports published by one or more credit rating services relating to the outstanding
       debt, if any.
      Pending litigation, state regulatory, or federal regulatory actions that may have a material
       impact on the financial condition of the prime contractor that is not otherwise disclosed in
       the above financial information.


Each envelope/package shall be clearly labeled with the Service Provider’s name, the appropriate
component label and ―Information Technology Sourcing Services for the City of
Evansville/Vanderburgh County - Due Date July 10, 2006 (12:00 Noon Local Time).‖


The Chief Executive Officer or highest authorized financial officer of the Service Provider must sign
each component of the proposal.


Any confidential financial or trade secret information, as permitted by Indiana law, must be
marked as such and provided in a separate envelope. Pricing information will not be confidential.


Proposals must be received by the Chief Information Officer and time stamped by the deadline.
The City/County will not consider any proposals received after the official deadline. The
City/County will not make any exceptions due to failure or delay of the U.S. Postal
Service or any other delivery service, and Service Providers are strongly encouraged to
take any steps necessary to ensure that the proposal is received on time.


Facsimile, email, or telephoned proposals will not be considered.

1.3 Questions and Answers
Any specific questions or comments concerning this RFS may be submitted by using the following
web address: www.evansvillegis.com/cio . Questions should be submitted no later than 4:30 P.M.
central standard time on May 19, 2006 to the following web address: www.evansvillegis.com/cio.
The Username and password should have been provided via email. If you have any problems
accessing this website, please call the CIO at 812-436-7859. Questions or comments received
AFTER this time may or may not be entertained. The City/County will not entertain phone
conversations with potential Vendors.


Service Providers are expected to raise any questions or concerns they have concerning the
document at this point in the process. If a Service Provider discovers any significant error,
ambiguity, conflict, omission or other deficiency in the RFS, the Service Provider should request




City of Evansville/Vanderburgh County                                                          7
Department of Information Technology - Request for Services (RFS)
modification/clarification. This includes any questions or concerns surrounding the specifications,
City/County environment, administrative process or general RFS terms.


The City/County will decide which questions will be answered, including whether any formal
amendment or clarification to the RFS is warranted. The City/County will answer vendor
questions by responding to questions at the following web address: www.evansvillegis.com/cio.


Service Providers should frequently check the website for any updates or amendments
to the RFS.


Service Provider contact regarding this RFS (prior to due date) with any person employed by the
City or County, or in any way other than through the communication channels referenced above,
may be grounds for rejection of the proposal.


Please include the following information when submitting questions:
      Email Subject Heading: Technology Sourcing RFS
      Section/sub-section No.
      A description of your question(s).

1.4 Format
Please organize and format your proposal response in the following manner. (Note: Certain parts
of this section apply primarily to the Technical Proposal). The pricing proposal should be organized
according to the directions found in Section 12 Pricing Instructions. The financial information
is not subject to a specific structure, but should be clear and logically organized.)

1.4.1 General Requirements
Hard copy proposals should be submitted on standard 8 1/2" x 11" bond paper, and should be
presented in a professional manner such as spiral bound, perfect bound, or professional grade
folder/three ring binder. Proposals should be labeled appropriately on the front cover to include
the RFS name, RFS number, component part, company name and the due date. Foldouts that
contain charts, spreadsheets, and oversize exhibits are permissible. Tabs or other separators
should serve to divide major sections of the proposal (e.g. the various statements of work, etc.).
Manuals and other reference documentation may be bound separately and included in the
applicable package or envelope.


All responses, as well as any reference material presented, must be written in the English
language. Main text must be a common typeface (Arial, Times New Roman, etc.) and must not
be smaller than 11 pt.


The main technical proposal should address each item presented in the RFS in accordance with
the directions found herein. The response may be a discussion type response to the item or an
answer to one or more questions or bullets, and may at times involve an in-depth narrative
response, which may include charts, tables or illustrations. Please be certain to address all
relevant and requested information. Answers should be clear, sufficiently detailed and specific to
the City/County. In cases where service provider questions are answered, please restate the
specific question or bullet with the answer directly below, referencing any numbering or lettering
scheme used in applicable section of the RFS.




City of Evansville/Vanderburgh County                                                         8
Department of Information Technology - Request for Services (RFS)
Proposals shall be based only on the material contained in the RFS. In addition to the main
document, this includes written responses to questions as well as any other official amendments
or addenda published by the City/County concerning the acquisition.

1.4.2 Transmittal Letter
The Service Provider should submit a formal transmittal letter on official company letterhead that
contains the following information. Note: A separate signed letter should be submitted for
each of the major components (technical proposal, cost proposal and financial
information.)


   a. Statement of Interest: This statement should indicate your firm’s general interest and
      capability to perform the project. It should also include a brief summary of any information
      that you feel might be especially important to the City/County.


   b. Statement of Proposal Life: The proposal must have a proposal life of at least one
      hundred eighty (180) days from the date of the RFS due date. This shall represent the
      minimum timeframe during which the proposal is a firm offer.


   c. Contact Person: Please include the name, title, address, telephone number, fax number
      and email (if available) of the key contact person for any questions regarding your
      proposal.


   d. Signature of Authorized Representative: The Chief Executive Officer or highest
      authorized financial officer of the Service Provider must sign the proposal. (This individual
      must be authorized to commit the proposing corporation for purposes of this proposal.)

1.4.3 Company Background and Information
This section should give a brief overview of the company and provide the following information:


   a. Company name and local business address (Include any regional                  offices and/or
      headquarters, foreign or domestic.)
   b. Year established (Include former names and year established, if applicable.)
   c. Type of ownership and parent company, if applicable
   d. Contact person (Include title, telephone number, fax number and email address.)

1.4.4 Subcontractor Information
If a joint venture or subcontracts are contemplated, provide the same information as above for
any subcontractors, and explain their role in the contract. The prime contractor must assume all
responsibility for the work, including the work of any subcontractors.

1.4.5 References and Experience;
Please submit a minimum of three (3) and maximum of five (5) references from the last five (5)
years that can attest to your ability to provide the skills and services proposed in this RFS. At
least one (1) reference must be for a government client (City, County and/or
City/County) of similar size and scope to this RFS. The responses should emphasize the
services and experiences, which most closely match those requested by the
City/County.



City of Evansville/Vanderburgh County                                                        9
Department of Information Technology - Request for Services (RFS)
      Client Name
      Contract Title/Contract Reference Number
      Primary Contact, Title and Current Telephone Number
      Contract Dates
      Contract Amount
      Type of Contract (Public/Private Sector)
      Length of Relationship with Client
      Description of innovative solutions implemented to meet needs similar to the requirements
       in this RFS


Identify all clients that have discontinued use, for any reason, of your IT outsourcing services in
the past three (3) years, and provide the same information listed above so the City/County might
contact at such clients along with the Service Provider’s position on the reasons for discontinuance
of services. If the Service Provider has experienced no such client discontinuance of services in
the past three years, then it should so indicate.

1.4.6 Service Provider History
The Service Provider should be a ―responsible‖ Service Provider that is both ethically and
financially in good standing within the industry, as determined by the City/County. If the Service
Provider has had a contract terminated for default during the past three (3) years, or has been
the subject of any governmental securities investigation during the past three (3) years, this fact
should be disclosed in the RFS response along with the Service Provider’s position on the
matter(s). If the Service Provider has experienced no such terminations for default in the past
three years, then it should so indicate.

1.4.7 Added Value
The City/County believes that this initiative and the City/County’s position as a customer in the IT
marketplace offers it a unique opportunity to bring added value benefits to residents, businesses,
and the entire community. The City/County encourages the Service Providers to propose creative
offerings in addition to providing the IT services specified in this RFS.


These offerings are obviously at the discretion of the Service Provider, but your organization could
consider enhancements to the City/County’s education and economic development initiatives. The
offerings will not weigh into the final decision. These added value offerings could include, but are
not limited to the following:
    Enhancing computer technology literacy throughout the City/County.
    Developing research and development relationships with educational facilities.
    Providing Internet access to educational facilities in the area.
    Advancing the use of distant, remote or distributed learning programs.
    Offering computer hardware, software, network infrastructure, administrative services, and
     training to schools and other educational facilities in the area.
    Locating an e-Government application Center of Excellence in the area.
    Providing pricing agreements and discounts to neighborhood groups, boards, independent
     agencies and other third parties.
    Providing kiosk access at strategically placed city or county locations.


Service Provider Questions



City of Evansville/Vanderburgh County                                                         10
Department of Information Technology - Request for Services (RFS)
Describe the added value your organization could offer, both immediately and in the long term,
beyond providing IT services, as required by the RFS.


   1. Does your organization maintain facilities within the City/County that provide employment
      to area residents? If so, how would your organization expand these facilities if selected as
      the City/County IT Service Provider? Would your organization locate any new facilities
      within the area?
   2. What steps could your organization take to foster job retention and creation within the
      area?
   3. What additional value has your organization offered its customers in connection with
      providing services similar to those listed above?

1.4.8 Remaining Proposal
In addition to the items listed in this section, the remainder of the technical proposal should be
logically organized, and should follow the general organization of the RFS document itself,
including the various statements of work (SOWs). Likewise, the separate cost proposal
should be logically organized following the instructions outlined in Section 12 Pricing
Instructions.




City of Evansville/Vanderburgh County                                                       11
Department of Information Technology - Request for Services (RFS)
2 Additional Provisions
The following additional provisions relate to the submission, evaluation, award and administration
of this project.

2.1 Revisions to RFS
The City/County may modify or amend this RFS at any time. If it becomes necessary for the
City/County to revise any part of this RFS, the revisions will be provided to all Service Providers
known to be in receipt of the original RFS. Additionally revisions will be posted on the following
URL http://www.evansvillegis.com/cio. In such an event, the submission deadline may be
extended, at the option of the City/County, to allow Service Providers the opportunity to revise
their proposals accordingly.

2.2 Use, Disclosure, and Confidentiality of Information
The information supplied by a Service Provider as part of an RFS response will become the
property of the City/County. Proposals will be available to interested parties in accordance with
the Indiana Access to Public Records Act IC 5-14-3, and IC 5-22-9-5. None of the proposal
responses will be made available to the public until after award and execution of a contract by the
City/County, or cancellation of the procurement, all in accordance with said Act.
To the extent requested by a Service Provider and allowed by law, the City/County will treat trade
secrets and confidential financial information as confidential (if designated as confidential and
submitted separately in a sealed envelope). The Service Provider must request confidential status
before the proposals are opened. If the City/County believes that information designated as
confidential should not be treated as such, the Service Provider will be notified and afforded
reasonable time to present objections prior to any release of the information. The City/County will
take into consideration the possibility of harm resulting from any disclosure, but reserves the right
to make the final determination in accordance with the law. (Note: Pricing information may not
be considered confidential.)

2.3 Errors in Proposals
The City/County reserves the right to correct obvious errors such as arithmetic, typographical, or
transposition errors during the evaluation. Such corrections must be approved by the Purchasing
Department and countersigned by the Service Provider. Service Providers are advised to make
sure that their proposals are true and correct at the time of submission.

2.4 Service Provider Expenses
By submitting a response to this RFS or participating in the process, each Service Provider agrees
that all of its related expenses are its sole responsibility, and that the City/County will not be
responsible for any costs whatsoever incurred by the Service Provider in connection with or
resulting from the RFS process, including but not limited to costs for preparation/submission of
proposals, travel and per diem, attending interviews, providing presentations or demonstrations,
and participating in contract negotiation sessions. Nor shall such costs or expenses subsequently
be absorbed in the event that Service Provider is awarded a contract for performance of any or all
of the services.

2.5 Proposal Life
Service Providers must hold their proposals open and pricing firm for at least one hundred eighty
(180) calendar days from the proposal submission deadline. Any proposal accepted by the



City of Evansville/Vanderburgh County                                                          12
Department of Information Technology - Request for Services (RFS)
City/County for the purpose of contract negotiations shall remain valid until superseded by an
executed contract or until rejected by the City/County.

2.6 Possession and Review
During the evaluation period and prior to award, possession of the proposals and accompanying
information is limited to the RFS Evaluation Team, the City Purchasing Division, attorneys,
consultants and the Information Technology Department staff. Service Providers who attempt to
gain this privileged information or to influence the evaluation process (i.e., assist in evaluation)
will be in violation of purchasing rules and their offer will not be evaluated or considered.

2.7 Post-Proposal Discussions
After the proposal due date, the City/County may conduct discussions with representatives of one
or more firms submitting proposals for the purpose of clarification of a company’s proposal and/or
to ensure full understanding of, and responsiveness to, the solicitation requirements.


The commencement of discussions or the scheduling of presentations does not signify a
commitment by the City/County to execute an agreement or to continue discussions with the
Service Provider.

2.8 Contract Negotiations
The City/County will use the requirements set forth herein as the basis for proposal evaluations.
Upon identifying one or more responsible Service Providers (appearing to be most advantageous),
the City/County may enter into contract negotiations with one or more Service Providers. If at
any time contract negotiations with a Service Provider are believed to be ineffective, the
City/County may cease all activities with the Service Provider and, if necessary, begin or continue,
contract negotiation and preparation activities with another Service Provider, and the process may
continue until a contract is executed. As part of evaluation process, the City/County may
entertain ―best and final offers‖ from one or more firms. The City/County reserves the right to
cease contract negotiation activities at any time and reject all proposals if such action is
determined by the City/County to be in its best interest.

2.9 Contract Renewal
A resulting contract may be renewed beyond the expiration date by mutual agreement of the
parties. The term or terms of the renewal may not be longer than the term of the original
contract. A renewal shall consist of written notice sent by either party and written acceptance by
the other. All other terms and conditions of the contract shall remain the same as set forth
herein, and may be amended only by written instrument signed by both the City/County and
Contractor and attached as an amendment.

2.10 Multiple Awards
The City/County may award a contract to a single Service Provider; or, at its option, may award
contracts to multiple Service Providers if deemed to be in the best interest of the City/County.

2.11 No Obligation to Proceed
The City/County is under no obligation to proceed with this project or any subsequent project, and
may cancel this RFS at any time without the substitution of another, if such cancellation is
deemed in the best interest of the City/County. Furthermore, the City/County may reject any and




City of Evansville/Vanderburgh County                                                         13
Department of Information Technology - Request for Services (RFS)
all proposals, to waive any irregularities or informalities in a proposal, and to issue a new or
modified RFS, if it is found to be in the best interest of the City/County.

2.12 Proposal Withdrawal and Modification
The City/County may allow a Service Provider representative bearing proper authorization and
identification to sign for, receive, and withdraw the Service Provider's unopened proposal prior to
submission deadline. A Service Provider wishing to modify its proposal may do so by withdrawing
the initial submission and then submitting a modified proposal prior to the deadline.

2.13 Bonds
In the event that City/County enters into final contract negotiations with Service Provider(s), the
City/County reserves the right to require Service Provider to provide a bid bond in an amount
reasonably necessary to satisfy any direct damages to the City/County resulting from Service
Provider’s failure or refusal to engage in good faith negotiations or honor the terms of its
proposal.

2.14 Subcontractors
The City/County intends to contract with one or more prime contractors who will be solely
responsible for contractual performance. In the event the prime contractor utilizes one or more
subcontractors, the prime contractor will assume all responsibility for performance of services by
the subcontractor(s). Additionally, the City/County must be named as a third party beneficiary in
all subcontracts. A list of all subcontractors proposed to take part in the performance of the
contract (at its outset) shall be provided to the City/County for approval prior to contract
execution. This request may require that sufficient financial or background information be
provided. To the degree available, this information should be included in an appendix with the
proposal response.

2.15 Taxes
The City/County is exempt from federal, state, and local taxes and will not be responsible for any
such taxes in connection with the award or performance of this contract.



2.16 Licenses and Permits
The successful Service Provider shall furnish the City/County upon request any and all
documentation regarding necessary licenses, permits, certifications and/or registrations required
by the laws and regulations of the City/County, other units of local government, the state of
Indiana and the United States. The Service Provider certifies that it is now and will remain in
good standing with such governmental agencies and that it will keep its licenses, permits,
certifications and/or registrations in force during the term of the agreement.

2.17 Use of City/County’s Name
Upon entering an agreement, the successful contractor agrees not to use the name of the City of
Evansville or Vanderburgh County in relation to the agreement in commercial advertising, trade
literature or press releases without the prior written approval of the City/County.




City of Evansville/Vanderburgh County                                                        14
Department of Information Technology - Request for Services (RFS)
2.18 Incorporated by Reference
This Request for Services (RFS) distributed by the City/County, including any other required
terms, will be incorporated by reference and made a part of any resulting contract, except that
any material approved by the City/County as confidential will not be publicly disclosed.

2.19 Law and Venue
Any and all actions or proceedings arising out of, or related to, this RFS shall be brought only in
an appropriate federal or state court in Evansville, Indiana, and submission of a proposal by the
Service Provider constitutes consent to the jurisdiction of such courts over Service Provider and
the subject matter of such actions or proceedings.




City of Evansville/Vanderburgh County                                                        15
Department of Information Technology - Request for Services (RFS)
3 Department of Information Technology Vision
The purpose of this section to provide a comprehensive overview of the goals of the City/County’s
IT vision to further an understanding of the outsourcing strategy. The IT strategy must support
the City/County in its efforts to improve the delivery of services and make government more
accessible to its constituents.


A Task Force on Government Efficiency and Organization for the City of Evansville was
commissioned in January of 2006. The Task Force was charged with the responsibility to ―make a
comprehensive evaluation of all city departments and services‖. This report will outline IT
deficiencies stated within the efficiency study.
A similar study, Phase 1 of the Vanderburgh County Operations Review Report, was completed in
October of 2004, after evaluating staffing and departmental performance, several technology
issues were identified in the study.


These studies were not an all inclusive look at every IT issue the City/County faces, but by
addressing these immediate deficiencies with technology solutions, IT be can a key player in the
process of assisting City/County government in becoming more efficient and cost effective.

General Findings and Recommendations of the City of Evansville Task Force on
Government Efficiency and Organization


Numerous technology issues were uncovered by the efficiency study within several city
departments. Some of these findings were directly related to individual departments, while others
affected the enterprise and how departments interact with each other.


Some common themes used throughout the study indicated that technology solutions should be
deployed to improve local government’s efficiency, such as upgrading and replacing computer
hardware and software, providing more information and services over the Internet and using
technology tools to better measure departmental performance.


In order to improve our efficiency with technology and maximize our return on investment (ROI),
the following initiatives have been identified:
     Reduce hardcopy paper
     Create standard policies and procedures
     Formulize a plan to address configuration issues between domains
     Provide better information and services on the Internet (E-government and business-to-
        business)
     Implement a solution to improve and promote data sharing, provide a common storage
        area, eliminate duplication of information and processes, and enhance communication
        between departments
     Wireless capabilities to enhance productivity in the field
     Refresh computer hardware and software regularly
     Standardize on computer software and take advantage of bulk purchases through state
        and/or federal programs
     Implement lease programs on identified critical IT components

General Technology Findings and Recommendations of the Vanderburgh County
Operations Review Report




City of Evansville/Vanderburgh County                                                      16
Department of Information Technology - Request for Services (RFS)
      Increase marketing of park services by improving the Park District’s web presence,
       including virtual tours, room reservations
      Increase the effectiveness and efficiency of County inspectors by providing field force
       software and laptop or handheld computers to automate correspondence, eliminate paper
       processing and duplicate data entry.
      Improve the responsiveness of technology purchases and upgrades by implemented an
       automated purchase order and payment system.


The following section outlines the direction in which the City/County’s IT Department is moving to
deliver technology solutions that fundamentally change and improve services to its constituents.

3.1 IT Vision and Strategy
City/County IT is undergoing a transformation in order to provide more strategic technology
solutions to its customers so that it can concentrate on improving the delivery of City/County
services. The Chief Information Officer (CIO) is implementing a new business model that allows
the IT Department to provide excellent customer service in a cost-effective manner while focusing
on increasing the use of innovation in local government services.


The strategy provides a road map to
    Improve customer service
    Develop a structure to provide strategic planning and work with enterprise to establish a
     long range Strategic Plan
    Reduce IT operating costs
    Regain control and management of the IT operations and IT contracts
    Redesign core systems that maximize existing resources while improving reliability and
     redundancy
    Reduce and/or eliminate the need to purchase duplicate systems
    Seek out and create IT efficiencies
    Help create and foster a cohesive “team oriented” IT environment

3.1.1 Transforming the Organization
The initial steps that IT will take to transform its organization include the following:
   1. Create a flexible organization – Develop a new structure that is results-oriented, and that
      brings together the best and most appropriate skills and resources to complete the project
      (sharing resources, knowledge, and best practices among various groups).
   2. Provide transformational leadership – Guide the departments and agencies to identify and
      pursue technology-enabled business strategies, rather than deliver only what was
      requested. The CIO should use reasonable efforts to ensure that IT is seen as an internal
      partner committed to delivering value and not just as a cost island separate from the rest
      of the enterprise.
   3. Build business skills – Build and retain skill sets such as business consulting, project
      management and subject matter experts vital to a successful transformation, and access
      complementary and supplementary skills as required. Appropriate skill allocation will
      provide continuity while advancing technology.
   4. Develop new IT processes – Develop new ways to scope and deliver applications, change
      processes for IT planning, implementation, and performance measurement, and create an
      effective service delivery model.




City of Evansville/Vanderburgh County                                                       17
Department of Information Technology - Request for Services (RFS)
   5. Transform the IT culture – Future success for IT will require taking calculated risks and
      embracing change, not resisting it. The IT culture needs to change focus, from cost to
      value, from the enterprise to business, government and community partnerships, from
      details to big picture, from risky to opportunity; and from transactions to relationships.


This will be accomplished through the following
   1. Align information technology strategy with the City/County strategy
   2. Structure the organization to accomplish the IT strategy
   3. Provide the necessary skills to support the new organizational structure and
   4. Empower and hold staff accountable to enable technology, add value, and lead as well as
      serve the users to reach the vision.


 Top 4 success factors in aligning IT:
     1) Managing IT investments – measure financial performance through benchmarking
     2) Creating a unified vision of IT
     3) Sharing knowledge between IT and the business units
     4) Communicating and managing expectations



3.2 IT Specific Strategic Initiatives

3.2.1 Improve Service Delivery
IT delivers numerous services to the enterprise, ranging from "lights on" services such as
infrastructure and basic computing to virtual private networks (VPN) for contractors. IT’s job is to
make sure these systems work effectively and are developed in as efficient manner as possible.


IT will be thoroughly reviewing what it does, how it does it and what changes can and should be
made to improve the quality of its work, employees and environment. IT wants to improve the
delivery of all services to the enterprise. IT will be looking at organizational structure, physical
location, client contacts, service delivery mechanisms, and processes.

3.2.2 Enhance E-Government Services
E-government services provide business users with the convenience of conducting business with
local government online. One of our main IT initiatives is to expand and improve Government-to-
Business (G2B) and Government-to-Citizens (G2C) services over the web. This can be
accomplished by web-enabling legacy systems and developing an enterprise portal to deliver
personalized services to citizens. Also, one of our initiatives is to research personal identification
technologies such as smart cards, credit card verification, and digital signatures. In addition, we
are looking for ways to improve internal business workflows through electronic forms routing and
digital approval.


Future initiatives - include online payments of water bills, permits, licenses and etc.




City of Evansville/Vanderburgh County                                                           18
Department of Information Technology - Request for Services (RFS)
3.2.3 Integrate City/County Information with Geospatial Information
A geographic information systems (GIS) combines layers of information about a place to give you
a better understanding of that place. What layers of information you combine depends on your
purpose—finding the best location for a new store, finding homeowner information, analyzing
environmental damage, viewing similar crimes in a city to detect a pattern, and so on.


Multiple City/County departments use, develop, and contribute this geospatial information for
GIS. IT is responsible for providing technical support along with managing and administering GIS
hardware and software platforms, to include web presence. The City/County has standardized on
ESRI (Environmental Systems Research Institute) suite of software tools including ArcView,
ArcGIS, ArcIMS. IT anticipates increasing demand for customized user access to GIS with the
requirement of integrating individual department’s geospatial databases with ArcIMS as the
vehicle for delivery of these services. Examples of departmental applications developed with
ArcIMS     can    be   found     on    the   City/County     public  GIS    portal  located   at
http://www.evansvillegis.com/.

3.2.4 Exploit Wireless Technology
Wireless technology allows for the communication of voice and data without the need for plugs,
cables, cords, or wires. Wireless technology has been tested in the public safety areas with laptop
computers in patrol cars. City/County would like to make its public servants more efficient by
allowing them to be in the community instead of in the office.


IT will promote wireless technology as it relates to customers needs and the City/County
technology environment.    IT anticipates broadening its presence in the emergent wireless
technology market by developing relationships with mobile platform Service Providers, device
manufacturers and wireless carriers. IT will work with internal government customers and the
community to secure the wireless environments.


It is anticipated that wireless technology initiatives will be implemented through grant monies for
portions of the City/County government in select locations.




City of Evansville/Vanderburgh County                                                        19
Department of Information Technology - Request for Services (RFS)
4 Department of Information Technology Overview
The Department of Information Technology (DoIT) is the organization that manages the services
to enable the transfer or sharing of information, or more simply, the agency that manages the
communications infrastructure. IT serves two customer communities: the public and City/County
employees.


The functions that DoIT currently performs, whether with 3 rd party contractors or its own
employees are described below.



4.1 Infrastructure
The Infrastructure Group is responsible for all day-to-day operations including maintaining and
optimizing:
      PC, network and security infrastructure
      help desk
      database
      operating systems
      servers (network, core service, legacy system, database, testing, and application)
      core services (network, email, data storage, Internet, Intranet, office automation,
       patch/update management, file and print, domain, virus)
      legacy systems
      user access
      domain controllers
      file and print services
      backup and restore processes
      service level reporting
      anti-virus, adware, spyware
      remote access
      system failure monitoring and notification
      configuration, procedures, and production documentation
      capacity planning
      disaster recovery


The goals of Infrastructure Group include maximizing the City/County’s IT investments and
recommending solutions to reduce or eliminate duplicate spending and inefficiencies.

4.2 Systems Integration
This group is responsible for application development, enhancements, integration, and
replacement. Our goal is to become more focused on the business of government through this
group. At this time, personnel from the City/County customer departments act as liaisons to DoIT
and call the VEN_NET, CIVICNET, or SAFETY_NET help desks when they have questions or
requests about the software they use. Contracts with the supplying vendors are in place for
support and maintenance. Vendors currently supply level one help desk support. In the future,
the City/County may be interested in consolidating its application support structure under one



City of Evansville/Vanderburgh County                                                       20
Department of Information Technology - Request for Services (RFS)
vendor. At this time, however, the service provider will be expected to provide a single point of
contact for all application issues, while level one and two support will continue to be provided by
the 3rd party vendors. A list of these contracts can be found in Exhibit 14.7, Third Party and
Packaged Application Inventory. Applications in this group include:
      Court systems (CourtView)
      Finance and billing
      Tax billing and collection
      Marriage Licensing
      Employee Time Keeping
      Warrants
      Human Resources
      Geographical Information Systems
      Permit systems (CityView)
      Document Imaging (PaperVision, iDocument)
      State Applications (CareFacts, ISETS, etc.)
      Emergency Dispatch (OSSI)

4.3 Administration
The Administration Group incorporates the leadership team. Positions include the CIO, executive
assistant, the Chief Technology officer, the Enterprise Infrastructure Manager, the Systems
Integration Manager, and the Project Management Manager. This group is responsible for all
strategic planning, contract management and project management. The City/County will take
primary responsibility for technology strategic planning with assistance from one or more Service
Providers. This group provides:
      Development of recommended directions and solutions
      Development of technology architectures and standards
      Development and management of strategic plans, with input of the Service Provider(s)
      Development and management of enterprise disaster recovery plans, with input of the
       Service Provider(s)
      Development of RFSs
      Development of monthly reports, with assistance of the Service Provider(s)
      Maintenance of existing contracts
      Issuance of purchase orders
      Management of the procurement process (quotes, PO review, etc)
      Asset management
      Oversight of software licensing, with assistance of the Service Provider(s)
      Budgeting
      Reporting to City/County Executive Management




City of Evansville/Vanderburgh County                                                        21
Department of Information Technology - Request for Services (RFS)
5 Outsourcing Goals and Scope
The selected Service Provider(s), working in partnership with the City/County, will provide the
resources and expertise necessary to bring about a transformation of the City/County’s services in
an effort to fulfill its mission to the residents and businesses of the region.

5.1 Goals and Critical Success Factors

5.1.1 Relationship with Outsourcing Service Provider
The philosophy and spirit of the relationship that the City/County hopes to build with the selected
Service Providers includes open communication that leads to a mutually successful partnership.
   a. While the cost of services is a factor in the selection of a Service Provider, the primary goal
      is to secure a relationship with a quality vendor who will work with the City/County in a
      more strategic partnership in the future.
   b. The relationship with the Service Provider must be flexible to allow both parties to absorb
      and/or release technical and managerial aspects of IT as improvements and enhancements
      to the IT environment are achieved.

5.1.2 Length of Contract Commitment
The City/County intends to enter into a three (3) year contract for services with an option for the
City/County to extend the term for two (2) additional one-year terms. If desired, the Service
Providers should also address the relative advantages and disadvantages of a longer-term
contract and its effect on pricing as part of their pricing response.

5.1.3 Operational Savings and Reinvestment
The City/County desires a mutually beneficial relationship with its Service Provider and through
efficient management, economies of scale, infrastructure improvements and other means, the
Service Provider is expected to reduce overall operating expenses and generate savings for the
City/County.

5.1.4 Performance Fee Reductions
 The Service Providers’ fee reductions for failure to meet RFS requirements will be negotiated
using business outcome measures as the basis for performance metrics wherever possible.

5.1.5 Technology Infrastructure Refresh
The Service Provider will be expected to provide recommendations and a plan for refreshing
(replace and upgrade) the City’s technology infrastructure on an ongoing basis to avoid
technological obsolescence. The Service Provider will also manage the implementation of the
recommendations DoIT approves.

5.1.6 Data Security
The City/County will require, through contractual and performance measures, the integrity and
confidentiality of the data stored and utilized through its information services systems. The
Service Provider must demonstrate methodologies, tools and personnel qualifications that meet
federal, state, and local laws concerning data security.




City of Evansville/Vanderburgh County                                                          22
Department of Information Technology - Request for Services (RFS)
5.1.7 Diversity
In keeping with its goals to maintain a diverse workforce that reflects the local community, the
City/County seeks Service Providers that likewise recognize the value of diversity in its own
workforce.

5.2 Scope of Outsourcing
On July 5, 1989 the City of Evansville and Vanderburgh County (City/County) jointly entered into
a three-year agreement with SCT, which was acquired by Affiliated Computer Services (ACS) in
mid-2000, to provide computer services to the City and County. Initial services to be provided
included computer operations support, applications maintenance, and other services typical of the
time.


It was intended that ACS would be the sole provider of IT services in the City/County; however,
driven by concerns over security and the need for technological advancement, two additional
―domains‖ are being provided by other vendors. These domains include:
      Safety_NET (1997) - City and County departments responsible for providing public safety
       services, supported by internal staff in the various public safety departments. Safety_NET
       was developed to address concerns regarding security and confidentiality on the network
       as well as administrative and physical access 24/7.
      CIVICNET, Formerly GIS_NET (2001) - City and County departments with GIS-related
       interests are supported by internal and contracted staff in the GIS Department of the
       Evansville Department of Water and Sewer. GIS_NET was developed to provide
       technological advancement to support business needs (GIS).


Our goal for this document is to include all domains within the scope to find the best possible set
of providers.


In addition, a study performed by the Gartner Group in 2002 recommended that several functions
being performed by ACS, such as IT Director, IT strategic planning and procurement, and contract
management and governance be performed by a reconstituted internal IT department. This study
led to the creation of the Chief Information Officer role and was filled in 2003 by the current CIO,
Matthew B. Arvay. However, the other positions continued to be performed by a mix of different
vendors.    In the future, the City/County may implement those recommendations to have
City/County employees perform those functions, but for the immediate purposes of this contract,
those services will be performed by a vendor and are described in Service Area 4: Technical
Consulting.




City of Evansville/Vanderburgh County                                                         23
Department of Information Technology - Request for Services (RFS)
6 Statements of Work (SOW)

6.1 Introduction to Statements of Work
This statement of work (SOW) defines the service environment, service descriptions with roles
and responsibilities and service level requirements (SLRs) of the services delivered to the
City/County, as defined in the following SOWs:
           Section 7: Common Services: Common across Service Areas 1-2


           Section 8: Service Area 1 (SA1): Core Services – Distributed Environment
                Help Desk Services
                Desktop Services
                Network and Server Services


           Section 9: Service Area 2 (SA2): Core Services – Mainframe Environment
                Mainframe Services
                AS/400 Utility Services


           Section 10: Service Area 3 (SA3): Application Development
                GIS, Web Development, Client/Server


           Section 11: Service Area 4 (SA4): Technology Consulting
                Consulting Services

6.2 Response Instructions
Service Providers may submit qualifications for any or all of the service areas. However, SA1 –
Distributed Environment must be bid in its entirety. In other words, the City/County will only
entertain proposals for Help Desk Services when accompanied by a proposal for Desktop Services
and Network Services.


The City/County welcomes innovative off site solutions, but all such proposals should explain the
advantages and disadvantages of an off site solution.


There are multiple types of service described in Service Area 3, Application Development Services
and Service Area 4, Technology Consulting Services. Service Providers may submit proposals for
any or all of the service types. The City/County may pre-qualify multiple Service Providers for
these services. For example, because our application project needs can vary from small, one
person projects to large teams, it is our intention to choose a group of varied application
development Service Providers, from small to large, which can demonstrate a high level of skill
and creativity in a particular area.


For each service area, Service Providers should demonstrate their understanding of the
goals of the individual service categories and address each of the following components:
    Proposed organizational structure
    Identification of key personnel proposed for the assignment. Include resumes



City of Evansville/Vanderburgh County                                                      24
Department of Information Technology - Request for Services (RFS)
    City/County personnel resources required
    The repeatable approach or process used to implement the service area, including
     scheduled reporting requirements and tools employed
    Answers to specific questions posed in each service category integrated into the overall
     response for each service area
    Any exceptions to the service requirements, questions, or roles and responsibilities and a
     discussion about which requirements you cannot meet and why


In addition to responding directly to the requests in this RFS, Service Providers are encouraged to
propose alternatives that they feel are in the best interest of both parties, which may improve the
operating environment - e.g., providing services such as the mainframe, from remote locations
(i.e., Service Provider-owned facilities). The City/County understands this may affect these SOWs
and roles and responsibilities.

6.2.1 Roles & Responsibilities Tables
For all ―Roles & Responsibilities‖ tables contained within the Service Areas and section of this RFS,
a ―P‖ indicates primary responsibility and an ―S‖ indicates secondary (or backup) responsibility;
―SP‖ denotes the Service Provider and ―C/C‖ denotes the City/County.

6.3 Service Environment

6.3.1 Entities and Location
The services defined in this and all SOWs are required to support agencies and departments of the
City/County at its operating locations throughout Vanderburgh County, Indiana. A listing of these
agencies and departments, and their locations, is provided in Exhibit 13.1, Locations where
Services are Provided. Please note that additional sites may have inadvertently been left
off.

6.3.2 SLR Weighting
For purposes of assigning impacts to the individual service levels described above, each has been
assigned a weight in Exhibit 13.6, Consolidated SLRs.

6.3.3 Hardware and Software
All hardware and software that is installed, on-order, or in use by the City/County as of the
effective date are included in the scope of all SOWs. Support for all additional equipment and
software that is deployed as a result of environment changes including, but not limited to
technology conversion, upgrades, expansions, technology changes, and legislative mandates shall
be supported by Service Provider.


Unless otherwise agreed by the City/County and Service Provider, title to and beneficial ownership
of all existing IT assets will remain with the City/County. However, maintenance support
coordination and technical administration responsibilities for all hardware and software – whether
owned or leased by the City/County or Service Provider –- shall be the responsibility of the
Service Provider. Additionally, as these assets are refreshed or replaced during the time frame of
this SOW, they should be similarly managed by the Service Provider.




City of Evansville/Vanderburgh County                                                          25
Department of Information Technology - Request for Services (RFS)
All new hardware devices and software under the purview of this RFS are required to meet the
minimal configuration, performance, information system security, and standardization
requirements as defined – and modified – by the City/County.

6.3.4 Personnel
The Service Provider is expected to provide all technical, managerial and administrative staff
necessary to perform its responsibilities and deliver the services described in the SOWs. The
City/County agrees to designate, make available and provide reasonable access to City/County
personnel to facilitate the Service Provider’s efficient and timely performance of its obligations.


The Service Provider is responsible for conforming to all local, state and federal laws and
regulations, and to the policies and procedures of the City/County, including governance
standards, in the provision of services. All Service Provider employees and subcontractors using
City/County resources, whether on site or off site, will adhere to City/County policies and
procedures. These include, but are not limited to, security policies, code of conduct policies such
as Internet usage, passwords, access to City/County production systems, data, and intellectual
property, etc.

6.3.4.1 Current Service Provider Staff
It may be desirable for key personnel providing support services for the current Service Provider
be retained for their institutional knowledge and their familiarity with specific business functions
and nuances of our systems, particularly for legacy VAX applications


The Service Provider should describe its willingness and approach for retaining these key
personnel and transitioning them to its company. The Service Provider should describe standard
practices for assimilating outside resources into its company, including a description of the effect
on the benefits and seniority of these employees.

6.3.4.2 Background Checks
The Service Provider will perform a state and federal background check, as permitted by law on all
personnel assigned to this project before City/County will grant access. The background check
should be in the form generally used by the Service Provider in its initial hiring of employees or
contracting for independent contractors during the employment-screening process but must, at a
minimum, have been performed within the preceding twelve (12) month period and detail the
individual’s arrest record and employment history. The City/County may request a background
check at anytime on current and new employees. The Server Provider should certify in writing
that the required background check has been updated on a quarterly basis, due the first week of
each calendar quarter. The Service Provider is expected to gain all releases, waivers, or
permissions required for the City/County to receive this information. Service Provider personnel
access is contingent upon City/County receipt of background check information.

6.3.4.3 Service Provider Positions
Service Provider employees will devote substantial effort to the City/County IT work efforts as
outlined in the service agreement.

Before assigning an individual to a Service Provider position, whether as an initial assignment or a
subsequent assignment, the Service Provider will issue notification of the proposed assignment,
will introduce the individual to the appropriate City/County representatives, and will provide the
City/County with a resume and other information reasonably requested, possibly including a
personal interview. If City/County objects to the proposed assignment, both parties will attempt
to resolve City/County's concerns and achieve consensus. If the City/County’s concerns have not



City of Evansville/Vanderburgh County                                                         26
Department of Information Technology - Request for Services (RFS)
resolved within five (5) working days, the employee in question will not be assigned and the
Service Provider will propose another individual of suitable ability and qualifications. Unless
specifically required by the City/County in writing, personnel filling positions may not be
transferred or re-assigned until the City/County has approved a suitable replacement.
Subsequent to replacement of Service Provider the City/County will require an evaluation period
for the individual to assure the City/County receives an appropriate level of service and to identify
any deficiencies in the skills required for the position, not readily identifiable from interviews and
resumes. Service Provider positions which are vacated because of illness or resignation or other
situations outside of the vendor’s control should be replaced within sixty (60) days. Failure to
replace individuals will result in a penalty of $500 per week prorated, unless otherwise agreed to
by the CIO.

6.3.4.4 Qualifications, Retention and Replacement of Provider Personnel
All Service Provider personnel shall have experience, training, and expertise at least equal to the
highest commercial standards applicable for their responsibilities in the business of providing
information technology services. In addition, the services provided should conform to the highest
commercial and technical standards applicable in the information technology services
marketplace.


The Service Provider and its subcontractors will make available all training (including for any
transitioned employees) as may be necessary for them to perform their assigned duties. In any
event, the levels of training should be equal to or greater than the average levels of training given
to other Service Provider or Provider-Affiliate employees holding corresponding position


The City/County believes that it is in its best interests to keep the turnover rate of the Service
Provider personnel at a low level. If the City/County determines that Provider's turnover rate is
excessive, the Service Provider will be asked to provide data concerning its turnover rate. If the
Service Provider is achieving service levels, the Service Provider will not be considered in breach
of the agreement.


If the City/County believes that the performance or conduct of any Service Provider employee or
one of its subcontractor’s employees is, for any reason, not in compliance with the provisions of
the service agreement, the City/County shall notify the Service Provider in writing and the Service
Provider will promptly address the performance or conduct of the employee. Alternatively, at the
City/County’s request, immediate replacement of the employee with one acceptable to the
City/County and with sufficient knowledge and expertise to perform the services may be required.

6.3.4.5 Additional Personnel Requirements
The Service Provider will supply adequate staff and personnel as City/County deems necessary to
properly perform all of the obligations under the service agreement. All Service Provider staff and
personnel will, prior to their assignment, be subject to drug screening and security clearances by
the Service Provider based on City/County's policies in effect as of the date personnel are
assigned to the Service Provider’s staff. All costs and expenses associated with providing,
equipping and retaining staff and other personnel is incorporated within the fees. Costs would
include all wages and benefits and associated staffing costs such as training and education, office
supplies, travel and lodging costs and recruiting and relocation expenses. The Service Provider
will, at contract signing date, and at the end of every six-month period thereafter, provide the
City/County with a written list of all personnel’s time and the percentage they are dedicated to
providing services on the agreement.




City of Evansville/Vanderburgh County                                                           27
Department of Information Technology - Request for Services (RFS)
6.3.4.6 Provider Contract Manager
The Service Provider Contract Manager (sometimes referred to as a Program Manager or Account
Executive) must be
 1. knowledgeable about each of the Service Provider’s, and their respective subcontractor’s,
    products and services,
 2. experienced at running information technology systems and networks of a size and scope
    comparable to that of City/County,
 3. have the ability to work in a team-base, project-driven environment with multiple
    organizations, some of whom are other Service Providers,
 4. be goal-oriented, and
 5. otherwise acceptable to the City/County.


The Contract Manager will be the primary liaison between the Service Provider and the
City/County’s CIO, have overall responsibility for directing all of the Service Provider’s activities
and be vested with all necessary authority to act for Service Provider in connection with all
aspects of the service agreement. The Contract Manager will serve as the Service Provider’s senior
executive at City/County.


The Contract Manager will report to the CIO or a City/County Representative designated by the
CIO, and will perform duties as if part of City/County's management organization in the same
manner as would be expected of an employee of City/County.


In addition, the Contract Manager’s compensation should include significant financial
incentives based on City/County's satisfaction with the services. The Service Provider
Contract Manager shall be co-located with City/County Department of Information Technology
management during the term of the service agreement.


The Service Provider will not replace the Contract Manager during the term of the contract without
City/County’s prior written consent. Before any replacement of the Contract Manager, the Service
Provider will notify the City/County of the proposed replacement and assignment of a new the
Contract Manager, introduce the individual to appropriate City/County representatives and
provide City/County with a resume and any other information about the individual reasonably
requested by City/County. City/County will have the right, prior to the assignment, hiring or
designation of anyone to fill the position, even temporarily, or perform the duties provided by the
Contract Manager, to interview and participate in the selection process. The Service Provider will
discuss with the City/County any objections the City/County may have and both will attempt to
resolve any concerns and reach consensus. If no agreement can be reached, the proposed
Contract Manager will not be assigned and an alternative candidate will be identified for
consideration and approval.


In any case, however, the Service Provider will be in default of its obligations if it assigns more
than three (3) different individuals to the position of Contract Manager during the term, unless
the City/County requests such reassignment or replacement, or unless Service Provider employee
voluntarily resigns or is unable to work due to his or her death or disability.


Any bonus compensation should be based on the City/County management's evaluation of the
Contract Manager's performance. No part of the Contract Manager's compensation will be based
on, nor will the Service Provider Contract Manager directly or indirectly receive any commissions
based on, the sale, lease or licensing to the City/County of any software, hardware or services by



City of Evansville/Vanderburgh County                                                          28
Department of Information Technology - Request for Services (RFS)
the Service Provider, a subcontractor, or any of their affiliates. No part of the Contract
Manager’s compensation, nor any other part of the Service Provider’s team involved in
the delivery of these services, should be based on profitability of the service agreement.
It is intended that the primary job of the Service Provider’s team is to deliver services
and manage the day-to-day activities of the outsourcing agreement, not to identify
additional services to improve the financial viability of the contract for the vendor or to
independently work with other agencies unless requested by the CIO.


In an effort to keep the Service Provider focused on the day to day tasks associated with
the support of the enterprise, the Contract Manager nor any part of the Service
Provider’s team will be allowed to solicit additional business from the City/County
without consent from the City/County Executives or the CIO. The Service Provider may
bid on additional opportunities as they arise by responding to City/County bids or
additional RFS.
At no time should the City/County’s Contract Manager be assigned to other opportunities,
unrelated to the City/County’s agreement without a corresponding concession regarding the fees
paid for the Contract Manager.


The Service Provider should develop detailed written succession plans and conduct the
replacement procedures for the Contract Manager to assure an orderly transition if the Contract
Manager is replaced. The Service Provider will make these plans and procedures available to the
City/County.

6.3.4.7 Relationship Management
Currently, the CIO reports to the Mayor of the city of Evansville and the County Commissioner’s of
Vanderburgh County, but will have significant interaction with the Information Technology
Advisory Committee (ITAC), which will meet on a monthly basis. The ITAC will work closely with
the CIO on technology direction and standards and will make recommendations on IT matters.


The Service Provider(s) will be invited to attend the ITAC meetings to discuss service issues and
plans. Periodically, the Service Provider will meet with the ITAC to discuss innovative and
emerging ideas and strategies for more effective use of information technology and related
business transformation services and facilitate discussion on how these innovative ideas and
strategies can more effectively impact the enterprise transformation of the business of
government for City/County. Further, the ITAC may invite industry thought leaders to participate
in such meetings to facilitate the information exchange and increase the value of the strategies
discussed. Additionally, the ITAC may form subcommittees for any purpose it deems appropriate,
and request that the Service Provider assign its personnel to the subcommittees, if appropriate.
In addition, regardless of any changes to the IT governance structure at the city of
Evansville/Vanderburgh County, it is assumed that the Service Provider will participate in any
governance meetings at the CIO’s request.

6.3.4.8 Parties’ Relationship
From time to time, but not less than on a quarterly basis, the Service Provider will discuss and
provide reports on its current financial plans and operational plans related to the services. The
Service Provider’s senior management will be available to answer questions from the
City/County’s Executive Management personnel regarding such plans.               In addition, at
City/County’s request, the President of Service Provider and the CIO of the City/County, or his or
her representative, will meet to discuss the general progress of the performance of the service
agreement and the relationship.




City of Evansville/Vanderburgh County                                                       29
Department of Information Technology - Request for Services (RFS)
City of Evansville/Vanderburgh County                               30
Department of Information Technology - Request for Services (RFS)
7 Common Services – Core Services

7.1 Common Services Requirements
These service requirements apply to both the Mainframe Environment                  and Distributed
Environment.

7.1.1 Account Management, Governance, and Reporting
The Service Provider is to implement a management structure to facilitate communications
between the Service Provider and the City/County and to address and resolve concerns escalated
by either the Service Provider or the City/County. Routine meetings and reporting processes must
be defined to ensure a smooth interface and timely resolution of issues.


The Department of Information Technology will administer the relationship with the Service
Provider. The City/County will define interfaces as appropriate, such that DoIT’s single points of
contact are defined for each service obtained from the Service Provider. DoIT requires a single
interface to coordinate the delivery of all services from the Service Provider. DoIT will not resolve
issues or disputes between the Service Provider’s personnel and any subcontractors retained by
the Service Provider.


For operational services such as problem resolution, help desk inquiries, desktop software
procurement, and the like, there must be routine and continuous interaction between the Service
Provider’s employees and the City/County’s customer base. This operational interface will
determine the satisfaction of the City/County’s employees with the services delivered by the
Service Provider. The Service Provider is expected to continuously measure and improve its
service delivery and customer satisfaction with those services.


The Service Provider will perform services and activities associated with reporting on the ongoing
status of the service environment. The Service Provider is to assemble and create regular reports
on the performance of outsourced functions in order to assist in the effective management of the
Service Agreement and enable continuous improvement of the in-scope services that the
City/County receives. Reports must be compiled and distributed to DoIT management in agreed
upon electronic and paper formats. Reports must be compiled and published on all functions,
including performance, SLRs, cost management and subcontractor relationships on an enterprise-
wide and department-level basis. These reports must include the measurement of the Service
Provider’s actual performance against the required service levels. DoIT seeks a Service Provider
that will operate under the principles of full financial and operational disclosure to the City/County
with respect to the service agreement and the parties’ relationship. The City/County expects the
Service Provider to accommodate management’s decisions on reporting formats, content and
frequency.


In addition to monthly reporting, DoIT is interested in providing its customers with access to a
real-time system that tracks the status of service requests and provides online historical
reporting. This is further described in Exhibit 13.11 Milestones.


The following table identifies the underlying roles and responsibilities associated with account
management reporting services. A ―P‖ next to a check indicates primary responsibility and an ―S‖
indicates secondary (or backup) responsibility.




City of Evansville/Vanderburgh County                                                           31
Department of Information Technology - Request for Services (RFS)
Table 1         Account Management Reporting Roles and Responsibilities

  Account Management Reporting Roles and Responsibilities                              SP     C/C
  1. Develop and document account management/reporting requirements and               X (S)   X (P)
     policies.
  2. Develop and document account management reporting procedures.                     X
  3. Approve account management reporting procedures.                                          X
  4. Develop and document criteria and formats for administrative, service activity   X (P)   X (S)
     and service level reporting.
  5. Develop and implement customer satisfaction program for tracking the             X (P)   X (S)
     quality of service delivery to end-users. Coordinate program with other
     Service Providers. See detailed description in Exhibit 13.11, Milestones
  6. Document service-level requirements and agreements.                               X
  7. Measure, analyze, and report system and service performance relative to           X
     requirements.
  8. Prepare performance and other service level reports and provide as                X
     scheduled.
  9. Prepare and provide activities reports and others as defined.                     X
  10. Prepare reports on statistics and trends as requested.                           X
  11. Perform or support operations and other audits periodically.                    X (S)   X (P)
  12. Develop plans and procedures to ensure financial transparency in                 X
      operations.
Service Provider Questions: Account Management and Governance
   1. Describe your governance process and the management structure your organization
      intends to implement for managing its relationship with DoIT. Subject to the City/County's
      requirements regarding key employee personnel of this RFS, indicate the period of time
      over which your organization will commit to keep your initial key personnel in place, rather
      than re-assigning them to other clients’ projects.
   2. Describe how your organization monitors its performance of services. Provide examples of
      performance metrics, benchmarking techniques, and report content.           Explain how
      performance monitoring is leveraged to promote continuous process improvement.
   3. Does your organization use customer and end-user surveys? If so, describe your process
      for distributing the surveys. How often are surveys conducted, and how does your
      organization address issues raised by such surveys?       Provide examples of your
      organization’s end-user surveys.
   4. Describe your approach to providing online, real-time service request status to DoIT and its
      customers.
   5. Describe your approach for ongoing communication with the customer base. Provide
      examples of newsletters, intranet communications, etc. you have used with clients to help
      manage change and set service expectations.

7.1.2 Work Plan Development
The Service Provider will perform services and activities associated with development of a work
plan supporting the City/County.



City of Evansville/Vanderburgh County                                                                 32
Department of Information Technology - Request for Services (RFS)
The following table identifies the underlying roles and responsibilities associated with work plan
development services.

Table 2        Work Plan Development Roles and Responsibilities

  Work Plan Development Roles and Responsibilities                                     SP     C/C
  1. Develop and document work plan development requirements and policies.            X (P)   X (S)
  2. Develop procedures that meet requirements and adhere to defined policies.         X
  3. Approve work plan development procedures.                                                 X
  4. Develop and update an annual work plan to meet budget cycle requirements.        X (P)   X (S)
  5. Provide input that alters and updates the annual work plan.                      X (S)   X (P)
  6. Determine and prioritize City/County requirements that support the                        X
     technology work plan. Incorporate changes to the work plan as they arise.
  7. Authorize technology plans through coordination with the appropriate                      X
     City/County technology standards group(s).
  8. Determine impact on work plan as new projects are authorized and notify           X
     City/County.
  9. Identify cost and resource impact of systems or services needed to meet           X
     work plan requirements that are not within the scope of the agreement.
Service Provider Question: Work Plan Development
Describe how your organization will assist in estimating outsourcing fees for the approval of
annual budget.

7.1.3 Technology Standards Development
At the direction of the City/County, the Service Provider will perform services and activities
associated with the continuous planning for developments in technical trends, products (such as
hardware components and system software), and services that offer opportunities to improve the
efficiency and effectiveness of the City/County.


The following table identifies the underlying roles and responsibilities associated with technology
standards development services.

Table 3        Technology Standards Development Roles and Responsibilities

  Technology Standards Development Roles and Responsibilities                          SP     C/C
 1. Develop and document technology standards and architectural direction.            X (S)   X (P)
 2. Conduct annual or as-needed technical and business planning sessions to           X (P)   X (S)
    update standards and architectural direction.
 3. Investigate and document new hardware and system software products and             X
    services for potential use within the City/County.
 4. Perform feasibility studies (including risk analysis) for the implementation of    X
    new technologies that will improve City/County business operations.




City of Evansville/Vanderburgh County                                                                 33
Department of Information Technology - Request for Services (RFS)
  Technology Standards Development Roles and Responsibilities                  SP        C/C
 5. Coordinate and deliver technology planning workshops on industry trends    X
    and best practices within an agreed-upon schedule (e.g., semi-annual;
    annual, etc.).
 6. Perform liaison function to business units to ensure that technology                  X
    standards are communicated within the City/County.
Service Provider Questions: Technology Standards Development
   1. Explain your organization’s experience in providing strategic and operational planning
      assistance to customers. Cite any references to organizations similar to the City/County to
      which you have provided strategic planning assistance.
   2. Describe how your organization will assist DoIT in developing its overall technology
      strategies.

7.1.4 Technology Refresh
The Service Provider will perform services and activities associated with keeping the City/County’s
computing environment current with advances in technology.

Mainframes and Servers: The refresh cycle for these classes of equipment is driven by the
advancement of technology and the overall direction of the enterprise as well as capacity planning
considerations. The Service Provider will be expected to proactively recommend appropriate
strategic plans for consolidating and refreshing these environments. A plan for retiring the VAX
mainframe is a milestone discussed in Section 9, Mainframe Environment.


Desktops/Laptops/Portable Devices: The current goal for the majority of desktop computers
is to purchase equipment with a three-year warranty and replace every five (5) years. This policy
may be updated and changed by the City/County. If a device fails in the fifth year, it may be
replaced. For laptop/portable devices, the goal would be to purchase with a three-year warranty
and replace every three years. For leased devices, the warranty should match the lease cycle. To
accommodate departments and agencies that are unable to fund the optimal refresh cycle, the
Service Provider should plan to support a cascade procedure to redeploy experienced equipment.


The IMACs for technology refresh have been accounted for in the forecast tables. It is expected
that the service cost of technology refresh will be considered in Service Providers fixed cost. If
the technology refresh cycle is less than described above, the City/County may request a
reduction in the annual fixed cost.


The Service Provider may alternatively propose a seat management arrangement that would
reduce total cost of ownership and improve the operating environment. The following table
identifies the underlying roles and responsibilities associated with technology refresh services.

Table 4        Technology Refresh Roles and Responsibilities

  Technology Refresh Roles and Responsibilities                                SP        C/C
 1. Develop and document technology refresh program policies.                 X (S)     X (P)
 2. Develop and document refresh program procedures and plans. See Exhibit     X
    13.11, Milestones
 3. Review and approve refresh program procedures and plans.                              X



City of Evansville/Vanderburgh County                                                           34
Department of Information Technology - Request for Services (RFS)
  Technology Refresh Roles and Responsibilities                                  SP     C/C
 4. Implement and manage refresh plans.                                          X
 5. Review and update the technology refresh program on an annual basis to      X(P)    X(S)
    ensure it continues to meet City/County requirements.
Service Provider Questions: Technology Refresh
   1. Describe your methodology for ensuring the most cost-effective approach to refreshing the
      City/County’s equipment and systems.
   2. Describe how your organization will ensure that the City/County will receive the full
      benefits of upgrades and advances in technology, and their associated increases in
      productivity. Explain your approach.
   3. Describe the methodology that your organization will implement to assure the City/County
      that its IT infrastructure, systems, and applications will be kept current with industry
      advances.

7.1.5 Quality Management
The City/County requires that the Service Provider execute a quality management program to
ensure that a focus on continual improvement of policies and procedures to provide better
customer service and provide cost efficient services exists.


Service Provider Questions: Quality Management
   1. Please describe the quality management program your organization will follow.
   2. Please list any certifications and levels achieved for each of the services you are proposing
      to provide to the City/County.

7.1.6 Change Management/Change Control
The Service Provider will perform services and activities associated with ensuring that all
modifications to the information technology environment are effectively managed. The following
table identifies the underlying roles and responsibilities associated with change
management/change control services.

Table 5        Change Management/Change Control Roles and Responsibilities

  Change Management/Change Control Roles and Responsibilities                    SP     C/C
 1. Develop and document change management requirements and policies.           X (P)   X (S)
 2. Develop and document change management procedures that meet                  X
    requirements and defined policies. Ensure that procedures address changes
    which cannot be scheduled.
 3. Review and approve change management procedures.                                     X
 4. Document proposed changes to the environment and the impact of those         X
    changes.
 5. Develop and maintain a schedule of planned changes and provide to            X
    City/County for review.
 6. Review scheduled changes and approve or alter the schedule of any or all             X
    change requests.




City of Evansville/Vanderburgh County                                                           35
Department of Information Technology - Request for Services (RFS)
 7. Issue appropriate notice announcing change and schedule.                        X
 8. Implement change and conduct change acceptance test(s) as required.             X
 9. Monitor changes and report the status to the City/County. Verify that change    X
    met objectives and did not have unplanned impacts.
 10. Facilitate user acceptance tests as required.                                 X(P)   X(S)
Service Provider Questions: Change Management
   1. Describe the methodologies and mechanisms that your organization proposes to implement
      in order to manage the City/County’s evolving and changing requirements during the
      course of your relationship with the City/County. Include your approach to ongoing
      training of the City/County’s employees as the environment and systems evolve and
      change.
   2. Describe how your organization’s quality assurance processes integrate with the change
      management processes.
   3. Describe the review and reporting process your organization proposes to track the effect of
      implemented changes.
   4. Describe your process of testing changes to ensure that the maximum benefit of a change
      is realized with minimum disruption to the environment.

7.1.7 Transition Management
The Service Provider is to implement an expeditious and seamless transition of services, without
interruption, from the current services to those within the scope of this RFS. The transition plan
should include, among other things, the manner in which the Service Provider will assume
responsibility both during and after the transition period is completed of the service agreement for
the following:
     The provision of services
     Assumption of major projects
     Management of assets and resources
     Communication with the City/County’s departments, other public entities, and private
        entities
     Management of City/County’s current third-party contractors for whom the Service
        Provider will act as agent
     Identification of contracts and licenses requiring cancellation or assignment to the
        City/County to the extent practicable
     Subcontractor relationships and arrangements.
The details and timing of the transition plan shall be included in the definitive service agreement,
based upon discussions with the Service Provider.

Service Provider Questions: Transition Management
   1. Provide your organization’s transition plan. The transition plan must include sections that
      identify the tasks, timeframes for the tasks, milestones, roles and responsibilities for DoIT
      and Service Provider personnel, and any major task contingencies.
   2. Describe how your organization proposes to manage the transition of in-scope services
      from the City/County to your organization. Provide a plan for communicating to the
      customer base during the transition. Describe your experience with managing the change
      from an existing Service Provider to your company.
   3. Describe how your organization proposes to meet or exceed service levels within 6 months
      of contract implementation.



City of Evansville/Vanderburgh County                                                            36
Department of Information Technology - Request for Services (RFS)
   4. Describe in detail your organization’s experience in managing complicated transitions
      involving dispersed, decentralized IT environments, and consolidation of computer
      environments.
   5. Describe the anticipated impact that the transition will have on normal City/County
      business operations. Identify the anticipated disruption that transition tasks will have on
      the City/County’s normal work environment and how your organization will minimize and
      manage any disruption.
   6. DoIT recognizes that during the transition period, there will be considerable activity,
      including new employees being introduced by your organization. The City/County feels
      particularly vulnerable to breaches in security and the omission of normal tasks that could
      have serious impact on operations. Describe the process your organization will implement
      during the transition period to ensure the integrity and security of the City/County’s
      operations.

7.1.8 Knowledge Transfer and Ongoing Training
The Service Provider will perform services and activities that provide the City/County with initial
and ongoing education about the services provided under the agreement resulting from this RFS
and included SOWs. The Service Provider will participate in initial and ongoing training delivered
by the City/County as required that provides its staff with education about the City/County
business and technical environment that will be supported by the Service Provider. The following
table identifies the underlying roles and responsibilities associated with knowledge transfer and
ongoing training services.

Table 6        Knowledge Transfer and Training Roles and Responsibilities

  Knowledge Transfer and Training Roles and Responsibilities                          SP     C/C
 1. Develop and document training requirements and policies.                         X (P)   X (S)
 2. Develop and document procedures that meet training requirements and               X
    adhere to defined policies.
 3. Approve training procedures.                                                              X
 4. Develop program to instruct City/County personnel on the provision of             X
    services (e.g., ―rules of engagement‖, requesting services, etc.).
 5. Approve Service Provider-developed provision of services training program.                X
 6. Develop, implement and maintain a knowledge database.                             X
 7. Develop training program to instruct Service Provider’s personnel on the                  X
    business and technical environment in the City/County.
 8. Develop and implement knowledge transfer documentation and procedures             X
    to ensure that more than one individual understands key components of the
    business and technical environment.
 9. Participate in City/County delivered instruction on the business and technical    X
    environment.
 10. Develop and document training requirements that support the ongoing             X(P)    X(S)
     provision of services, including refresher courses as needed and instruction
     on new functionality.
 11. Take training classes as needed to remain current with systems, software,        X
     features and functions for which help desk support is provided in order to
     improve service performance (e.g., first call resolution).



City of Evansville/Vanderburgh County                                                                37
Department of Information Technology - Request for Services (RFS)
  Knowledge Transfer and Training Roles and Responsibilities                          SP     C/C
 12. Provide training when substantive (as defined between the City/County and         X
     Service Provider) technological changes (e.g., new systems or functionality,
     etc.) are introduced into the City/County environment to facilitate full
     exploitation of all relevant functional features.
 13. Assist in the coordination and development of basic training for City/County      X
     end-users.
 14. Participate in the training of help desk personnel on the City/County business           X
     and technical environments.

Service Provider Questions: Knowledge Transfer

   1. Describe your approach to ongoing training of the City/County’s employees as the
      environment and systems evolve and change.
   2. Describe your approach to training Service Provider’s personnel on the business and
      technical environment in the City/County.

7.1.9 Backup/Restore
The Service Provider will perform services and activities associated with developing and
maintaining a comprehensive plan to backup and restore the data and programs of the
City/County. The Service Provider will maintain and execute backup procedures that will ensure
full restoration of City/County computing services throughout the enterprise in a timely fashion in
the event of hardware or software failures. The following table identifies the underlying roles and
responsibilities associated with backup/restore services.

Table 7        Backup/Restore Roles and Responsibilities

  Backup/Recovery Roles and Responsibilities                                          SP     C/C
 1. Define backup/restore requirements and policies for City/County computing         X(P)   X(S)
    systems and Service Provider services.

 2. Develop and document a backup/restore plan and procedures that meet                X
    requirements and defined policies for continuing operation of systems and
    services.
 3. Review and approve backup/restore plans and procedures.                                   X
 4. Develop and maintain detailed process for monitoring, managing and                 X
    reporting on activities related to backup/restore activities.
 5. As needed, assist City/County in other backup/restore activities.                  X

7.1.10 Disaster Recovery
The Service Provider will perform services and activities associated with developing and
maintaining a comprehensive disaster recovery plan that supports City/County business continuity
requirements.


Computing Environment: Maintain and execute backup procedures that will ensure full
restoration of City/County computing in a timely fashion. The following table identifies the
underlying roles and responsibilities associated with disaster recovery services.




City of Evansville/Vanderburgh County                                                               38
Department of Information Technology - Request for Services (RFS)
Table 8         Disaster Recovery Roles and Responsibilities

  Disaster Recovery Roles and Responsibilities                                         SP     C/C
  1. Define disaster recovery/resumption requirements and policies for                X (P)   X (S)
     City/County computing systems and Service Provider services including a list
     of systems to be restored in priority order.
  2. Develop and document a disaster recovery plan and procedures that meet            X
     requirements and defined policies for continuing operation of systems and
     services.
  3. Review and approve disaster recovery plans and procedures.                                X
  4. Develop and maintain detailed process for monitoring, managing, and               X
     reporting on activities related to disaster recovery activities.
  5. Test disaster recovery plan annually and adjust as necessary and/or as           X (P)   X (S)
     required by the City/County to ensure ongoing operational effectiveness.
  6. Track and report disaster recovery test results to the City/County.               X
  7. As needed, assist City/County in other disaster recovery activities.              X
  8. As needed, assist City/County in other business continuity and emergency          X
     management activities.
Service Provider Questions: Disaster Recovery

   1. Describe your organization’s proposed solution for providing disaster recovery services to
      the City/County.
   2. Describe how your organization will ensure the availability of City/County data during
      disaster recovery.
   3. Describe your organization’s proposed approach for implementing network connectivity
      between City/County facilities and the proposed recovery site(s).
   4. If proposing an off site help desk or network monitoring solution, describe your disaster
      recovery plans for those sites.
   5. In the event of an evacuation of the Civic Center, describe your approach for setting up a
      local disaster site and resumption of IT services.

7.1.11 Security
The City/County maintains data that must remain secure at all times. The Service Provider must
maintain a physically secure environment including limited access to servers and storage
environment.

Table 9         Security Roles and Responsibilities

  Security Roles and Responsibilities                                                  SP     C/C
 1. Develop information security requirements and policies.                           X (P)   X (S)
 2. Develop and document security procedures that meet requirements and                X
    adhere to defined policies.
 3. Approve security procedures and policies.                                                  X
 4. Ensure that appropriate security measures exist at all points of entry into the    X
    City/County computing environment.




City of Evansville/Vanderburgh County                                                                 39
Department of Information Technology - Request for Services (RFS)
  Security Roles and Responsibilities                                                       SP         C/C
 5. Monitor, track, and report security policy violations and security violation             X
    attempts.
 6. Execute countermeasures in response to security violation attempts.                      X
 7. Make regularly scheduled use of audit trail utilities to monitor potential               X
    security violations. Elevate to constant audit trail development
 8. Implement and maintain spyware, adware, spam, and virus protection                       X
    processes.
 9. Implement automated process to ensure that network attached end-user                     X
    computing devices are kept at current levels of security protection (e.g.,
    automated security patch updates).
 10. Perform, coordinate or assist as required in policy and process audits to               X
     ensure that policies and procedures fully address security issues.
Service Provider Questions: Secured Systems

   1. Describe your strategy for assessing and enhancing the City/County’s system security. In
      particular, describe how you intend to reduce any risks associated with an outsourcing
      relationship. How will you involve the City/County in establishing security procedures?
      Describe how implementing your strategy has improved system security for other
      customers of your organization.
   2. Describe the steps your organization will take to guard against and monitor unauthorized
      access or alteration of City/County data by your organization’s employees. Describe your
      proposed process for informing the City/County of security violations.
   3. Describe the frequency with which the City/County can expect your organization to conduct
      system security audits and how your organization will involve the City/County in system
      security audits.
   4. Describe your organization’s approach                 to   assessing       the   City/County’s   application
      vulnerabilities and security risks.
   5. Describe your proposed approach for implementing and supporting encryption and/or
      access authentication services to protect transmissions of City/County data. Describe any
      potential issues raised with the use of encryption, and your strategy for resolving them.
   6. Network only: Describe software and tools your organization deploys to interface with and
      manage Intranet and Internet servers and firewalls.
   7. Network only: Describe any tools your organization will implement to enable centralized
      security monitoring of network traffic, and provide automated alerts upon detecting
      violations

7.1.12 Asset Management
Asset Acquisition
The Service Provider will perform services and activities associated with the evaluation, selection
and acquisition of new and upgraded hardware and software as requested by the City/County.
While the Department of Information Technology will be assuming asset acquisition
responsibilities, it is interested in reserving the ability to take advantage of the purchasing power
of the Service Provider if it is financially advantageous. The City/County anticipates that it will
work closely with the Service Provider in the acquisition of hardware and software. The following
description of roles and responsibilities reflect that close working relationship.




City of Evansville/Vanderburgh County                                                                        40
Department of Information Technology - Request for Services (RFS)
Table 10       Asset Acquisition Roles and Responsibilities

   Asset Acquisition Roles and Responsibilities                                         SP     C/C
   1. Develop and document asset acquisition requirements and policies.                X (S)   X (P)
   2. Develop and document asset acquisition procedures that meet requirements         X (S)   X (P)
      and adhere to defined policies.
   3. Review and approve asset acquisition procedures.                                          X
   4. Develop and maintain list of pre-approved suppliers.                              X
   5. Develop and issue asset acquisition bid requests as needed.                      X (S)   X (P)
   6. Demonstrate that best efforts are being pursued to obtain best pricing (e.g.,    X (S)   X (P)
      use of pooled government procurement mechanisms).
   7. Assist in periodic audits of procurement procedures.                              X
   8. Manage the asset ordering, procurement and delivery processes in                          X
      compliance with City/County procurement and acceptance processes.
   9. Manage and track purchase and service orders.                                             X
   10. Negotiate contracts for Service Provider-purchased/leased hardware and           X
       software.
   11. Negotiate contracts for City/County purchased/leased hardware and                        X
       software.
   12. Ensure that new assets comply with established City/County IT standards          X
       and architectures.
   13. Review and approve selection of hardware to be installed in City/County         X (S)   X (P)
       facilities and software to be installed on City/County hardware.
   14. Provide estimates for assets and services not included in the scope of the      X (S)   X (P)
       SOWs.


Asset Management and Tracking
The Service Provider will perform services and activities associated with managing and tracking
new and upgraded hardware and software. The following table identifies the underlying roles and
responsibilities associated with asset management and tracking services.

Table 11       Asset Management and Tracking Roles and Responsibilities

   Asset Management and Tracking Roles and Responsibilities                             SP     C/C
  1. Develop and document asset management requirements and policies that              X (P)   X (S)
     cover both owned and leased assets.
  2. Develop and document asset management procedures that meet                         X
     requirements and adhere to defined policies.
  3. Review and approve asset management procedures.                                            X
  4. Establish, update, and maintain an asset inventory database and system            X (P)   X (S)
     configuration documentation.
  5. Maintain the records necessary to track, manage and support warranty               X
     services of all assets (e.g., asset/serial number, program number, install date
     and location - including location history).
  6. Track status and timing of in-force service contracts and licenses. Notify        X (P)   X (S)
     City/County of expiration and renewal requirements.




City of Evansville/Vanderburgh County                                                                41
Department of Information Technology - Request for Services (RFS)
   Asset Management and Tracking Roles and Responsibilities                               SP           C/C
  7. Provide asset inventory reports upon request.                                         X
  8. Provide ability for direct end-user inquiry into asset database.                      X
  9. Terminate, dispose of, or relocate assets as needed/specified by the                  X
     City/County. Provide disposition reports as needed.
Service Provider Questions: Asset Management & Tracking

Please describe your approach to measuring the quality of your asset management database.

7.1.13 SLR Objectives
A key objective of the City/County’s decision to outsource IT services is to maintain effective
service levels. The necessary service level requirements are detailed in the following sections.

7.1.13.1       Common SLR Details
The Service Provider must consistently meet or exceed the following SLRs.


                                   Incident Response and Resolution SLR
                             Time to Resolve following responses to different classes of system failure
 Definition
                             incidents severity level as defined in Exhibit 14.5 Severity Level Description.
 Incident Resolution             Service Measure           Performance Target                  SLR
  Severity 1                 Time to Respond             60 minutes                            95.0%
                             Time to Resolve             4 hours                               100%
  Severity 2                 Time to Respond             2 hours                               95%
                             Time to Resolve             8 hours; escalate to
                                                                                               95%
                                                         Severity 1 after 5 hours
  Severity 3                 Time to Respond             4 hours                               90%
                             Time to Resolve             2 business days;
                                                         escalate to severity 2                90%
                                                         after 1 business day
  Severity 4                 Time to Respond             8 hours                               90%
                             Time to Resolve             4-5 business days;
                                                         escalate to Severity 3                80%
                                                         after 3 business days


  Formula                    Number of requests completed on time/total of all requests occurring during the
                             measurement period.
  Measure Interval           Measure weekly, report monthly
  Measurement Tool           The Service Provider is expected to provide monitoring, auditing, and reporting
                             tools.

Backup and Recovery Services SLR
Routine system-wide backup procedures are an integral part of the restoration process. Service
Provider shall implement and maintain a device backup/restoration capability from the



City of Evansville/Vanderburgh County                                                                        42
Department of Information Technology - Request for Services (RFS)
commencement date. Backup and recovery procedures shall meet City/County requirements.
Recovery procedures will be in line with and capable of restoring service delivery for failed
components within the incident resolution responsiveness timeframes specified in service
restoration. Currently, our policies are:

ISCSI SAN disk to disk backup
          Houses minimum of two months on site backup of daily differentials and weekly full
             backups for data, Full SQL databases and Full Exchange mailboxes.
          Houses minimum of six months of full monthly backups for data, SQL and Exchange

HP Storageworks DLT-IV for tape based backups
        Used for archiving all monthly and yearly backups of Data, SQL and Exchange.
        Used for off site backups.

Table 12       Backup and Recovery Services—Backup Schedule

  Backup Schedule
  Incremental ISCSI       Daily                        on site                     60 days
  SAN disk to disk
  backup
  Full (Backup)           Weekly                       on site                     60 days
  Full (Archive)          Monthly and annual           Off site                    Indefinite

Table 13       Restoration Services SLR

                                          Restoration Services SLR
 Restoration Type                 Service Measure        Performance Target                     SLR
  Critical Restore         TBD                         # of business hours until   3 hours
  Requests                                             completion from time of     99% of the time
                                                       notification by Service
                                                       Recipient.
  Non-critical Restore     TBD                         # of business days until    2 days
  requests                                             completion from time of     99% of the time
                                                       notification by Service
                                                       recipient.

  Formula                  Number of requests completed on time/total of all requests occurring during
                           measurement period.
  Measure Interval         Measure weekly, report monthly
  Measurement Tool         The Service Provider is expected to provide monitoring, auditing, and reporting
                           tools.

Table 14       Disaster Recovery SLR

                                           Disaster Recovery SLR
              Service Measurement                                    Performance Target
  Time to recovery                                  TBD from policy plan

  Time to recovery                                  TBD from policy plan




City of Evansville/Vanderburgh County                                                                    43
Department of Information Technology - Request for Services (RFS)
Table 15       Asset Management SLR

                                             Asset Management
                            Quarterly electronic change reports for the entire enterprise, and on an ad hoc
                            basis for individual departments of current inventory. Preparation of asset for
                            disposal within 30 business days of receipt of appropriate notification by the
  Definition                City/County.
                            Installs, moves, and changes affecting the inventory data to be documented
                            and inventory records changed by the technician within one day after the move
                            or change is completed.
                                                                Measurement          Credit issued to C/C
                         Service Level
                                                                   Cycle             Amount and Terms
   Within the first 3 months after contract                    Quarterly           Changes made to
      implementation, the vendor and the City/County                               database from
      will agree on the percentage accuracy for those                              implementation: $3,000
      items currently being maintained in the inventory                            per quarter;
      database (i.e. existing data),and any changes or                             Existing data: 1 year
      additions made to the database from the date of the                          after
      service agreement. At that time, this SLR will be                            implementation:$2,000
      modified to denote actual performance required to be                         per quarter
      within compliance.

7.1.13.2       Service Specific Milestones
Milestones specific to the deployment of common services are listed in the following table:

Table 16       Common Services Specific Milestones

           Description                                            Milestone
  Technology Refresh                     Within six months of the contract signing date the Service
                                         Provider will prepare and present a Technology Refresh Plan
                                         and a schedule for the upgrade and replacement of
                                         technology including, but not limited to, equipment and
                                         software. See Exhibit 13.11, Milestones for more detail.
  Disaster Recovery Plan                 Not later than two months after the contract signing date,
                                         the Service Provider will provide the City/County with
                                         complete disaster recovery plans designed to ensure the
                                         continuing availability and integrity of the Mainframe and/or
                                         Distributed Computing Services Environment. See Exhibit
                                         13.11, Milestones for more detail.
  Transition Planning                    Not later than one month after the contract signing date and
                                         upon consultation with the City/County, the Service Provider
                                         shall prepare and present a Transition Plan designating a
                                         detailed and complete plan for the transparent, seamless,
                                         orderly, and uninterrupted transition. See Exhibit 13.11,
                                         Milestones for more detail.




City of Evansville/Vanderburgh County                                                                    44
Department of Information Technology - Request for Services (RFS)
  Technology Plan                       Each contract year, the Service Provider will prepare a plan
                                        composed of short-term and long-range plans, which tie into
                                        business goals.      The long-range plan will include the
                                        strategic and flexible use of IT, including mainframe,
                                        network, help desk, desktop computing services, and
                                        applications to the extent that each service area relates to
                                        the services that Service Provider is obligated to perform.
                                        See Exhibit 13.11, Milestones for more detail
  Standards and Procedures              Within three months after the contract signing date, the
     Manual                             Service Provider will deliver a draft Standards and
                                        Procedures Manual, in accordance with industry best
                                        practices, to the City/County.
                                        The Service Provider will finalize the Standards and
                                        Procedures Manual by incorporating all comments and
                                        suggestions received from the City/County within one
                                        month of receiving feedback. The Service Provider will
                                        periodically (but not less than quarterly) update the
                                        Standards and Procedures Manual to reflect changes in the
                                        operations or procedures. Updates of the Standards and
                                        Procedures Manual will be provided to the City/County for
                                        review, comment and approval. See Exhibit 13.11,
                                        Milestones for more detail.
  Enhanced Technology                   The Service Provider will provide the City/County with
     Semi-Annual Report                 information regarding new, improved, or enhanced
                                        information technology, equipment, systems, applications or
                                        other improved processes that could be expected to have a
                                        positive impact in terms of increased efficiency, increased
                                        quality, or reduced costs as such products, services,
                                        information or technologies become commercially available.
                                        At a minimum, at least once during the first six
                                        months and once during the second six months of
                                        each contract year, the Service Provider will meet with
                                        City/County and provide the City/County with a written
                                        report to inform the City/County of any enhanced technology
                                        and to provide information about technology trends of which
                                        City/County should be made aware. See Exhibit 13.11,
                                        Milestones for more detail.
  Security Encryption and               Within three months of the contract signing date, the
     Access Authentication              Service Provider will provide a plan for implementing and
                                        supporting encryption, intrusion detection and/or access
                                        authentication services to protect transmissions of
                                        City/County data. The plan will include a description of any
                                        potential issues raised with the use of encryption, your
                                        strategy for resolving them, and a project plan detailing the
                                        costs and required resources from the City/County. See
                                        Exhibit 13.11, Milestones for more detail.




City of Evansville/Vanderburgh County                                                            45
Department of Information Technology - Request for Services (RFS)
8 Service Area 1 – Distributed Environment

8.1 Help Desk Services

8.1.1 Service Environment
This statement of work defines the service environment, service descriptions with roles and
responsibilities, and service level requirements (SLRs) for the provision of help desk services to
the City/County.


The Service Provider will be responsible for operating a single point of contact help desk in
support of requests for service from City/County personnel, and third-parties involved in providing
services to the City/County, for all services and activities included in the scope of the agreement,
including:
    Desktop Services as defined in Section 8.2
    Network and Server Services as defined in Section 8.3
    Mainframe Services as defined in Section 9.1
    AS/400 Utility Services as defined in Section 9.2
    Application Development Services as defined in Section 10.1

8.1.1.1 Goals
A summary of the help desk services goals follows:
   1. The help desk should be the single point of contact to solve employees’ technology
      problems from coordinating training to requesting a development project.
   2. The help desk should be intimately tied to both asset management for deployment of new
      technology hardware and desktop services to track repetitive problems.
   3. The help desk management tools should be able to track trends, determine issues, provide
      standard help desk utilization reporting, and provide reporting for root cause analysis.
      Optimally, it should allow for warm handoffs to other necessary tracking systems.
   4. The help desk management tools should be able elevate service calls, without the
      requirement for opening a separate incident, until the call is successfully and satisfactorily
      resolved.
   5. The help desk should prepare and maintain help desk procedures documentation and
      which should be integrated into a knowledgebase available to help desk and City/County
      personnel.

8.1.1.2 General Description of Service Environment
The current help desk operates 12 hours a day / 5 days a week, exclusive of holidays, and is
located primarily on the 2nd floor in the Civic Center at 1 NW MLK Jr. Drive, Evansville, IN. This
space is provided by the City/County and supports the entire City/County IT environment. The
current help desk uses a non-clustered 7815 voice over IP system for its call center. It will be
updated as part of a VOIP rollout described in the Section 8.3 Network and Servers.


There is a 24/7 on-call list of staff that receives system generated pages when conditions
specified by the CIO (i.e. router failure, VPN failure, backup failure, etc) occur. This responsibility
is rotated through the on-call staff. The Service Provider should include use of this capability and
should plan to significantly expand the system and network coverage over the next year.



City of Evansville/Vanderburgh County                                                            46
Department of Information Technology - Request for Services (RFS)
The City/County is in the process of consolidating the help desk calls for approximately 2600 end-
users through a single number. Historically, these calls have been distributed between three
separate domains (VEN_NET, CIVICNET, and SAFETY_NET). Each domain used different help
desk reporting and tracking tools. Details on the calls by department, type, and priority for
VEN_NET (1998 through mid 2005) and CIVICNET (partial 2002 through mid 2005) are provided
in Exhibit 14.8, Call Volumes, Call Types, and Trends. SAFETY_NET help desk data is
estimated.


VEN_NET has historically used HEAT software by Service Management Applications, while
CIVICNET has historically used Track-It! software by Numara Software. SAFETY_NET does not
use help desk tracking software. The City/County has selected Track-It! as the software solution
for the enterprise help desk automation. The City/County has a site-license for Track-It!, which
provides help desk and network inventory tools. The current Service Providers supply the
personnel and processes to operate the help desk automation tools. The City/County also owns
the knowledge base, and historical records for reference.

8.1.1.3 Hardware and Software
The Service Provider is under no obligation to reuse any hardware or software currently used in
the provision of help desk services. However, should the Service Provider wish to use a different
software product, the City/County must agree to the use of the proposed hardware and/or
software and will require a transfer of that license at termination of the agreement to ensure a
seamless transition either to another provider or in-house City/County staff.

8.1.1.4 Baseline Volumes and Projections
The City/County’s current utilization and projected usage of help desk services are presented
here. These metrics represent the City/County’s most realistic projection of the service volumes
for the first year of implementation based on a combination of past trends, known application
requirements, and current anticipated overall business direction over the term of the contract.

Table 17       Help Desk Baseline Volumes from all Sources

            Source             1998     1999   2000      2001      2002    2003      2004      2005
HEAT                            6340 10801 11128 10112              7908   6560       3838     1311
Track-It!                                                            164    735       1502     2683
Safety-Net estimate                                                                            2000
Total                          6340 10801 11128 10112               8072   7295      5440      5994

Table 18       Break/Fix as Reported by ACS for VEN_NET 2003 & Jan-Oct 2004
BREAK/FIX SUPPORT                                     2003 Total                  2004 Total
Server ( 37)
   Database                                               2                           2
   Mainframe Hardware                                     6                           2
   Mainframe Software                                    23                          36
   Microserver Hardware                                   4                           6
   Microserver Software                                  103                         44
Network (Routers - 7, Switches - 21,
Hubs - 270)



City of Evansville/Vanderburgh County                                                                 47
Department of Information Technology - Request for Services (RFS)
BREAK/FIX SUPPORT                                    2003 Total            2004 Total
   Network                                              44                    41
Application (Enterprise Apps - 75,
Databases - 10)
   Mainframe Application                                132                   54
   Microserver Application                              11                    19
Desktop
   Desktop Hardware                                     64                    80
   Desktop Software                                     330                   195
   Printer                                              191                   167
   Terminal                                              1                     2
Other
   Client Support                                       212                   145
   Environmental                                         0                     1
   Quick Call - BF                                     1199
   Other                                                 4                    16
Break/Fix Totals                                       2326                  810


For projections, the definition of Installs, Moves, Adds and Changes (IMACs) is:

Table 19       IMAC Definitions
                              Hardware                            Counts
Install PC                                                          1
Install Monitor                                                     1
Install Laptop                                                      1
Install Desktop Printer (local)                                     1
Install Network Device (Printer, Scanner, Etc.)                     1
Install Peripherals (local, per piece)                              1
Install Handheld Devices (Blackberry, PDA's)²                       1
Move PC                                                             1
Move Monitor                                                        1
Move Laptop                                                         1
Move Desktop Printer (local)                                        1
Move Network Device (Printer, Scanner, Etc.)                        1
                               Software                           Counts
Image Install or Re-image¹                                          1
Install Application (per app.) *                                    1
Install Network Printer Driver (per pc)                             1
End-user Data Transfer                                              1
                                 Other                            Counts
Disposal (including paperwork, per piece)                           1
Hard Drive Wipe - Non disposal only                                 1
Non-Install - Delivery Only Software³                               1
Non-Install Delivery Only Hardware (per piece)                      1
Creation of Automated Software Deployment Package*                  1
FOOTNOTES
¹ - The standard image will be defined as a result of the Desktop Image milestone



City of Evansville/Vanderburgh County                                                   48
Department of Information Technology - Request for Services (RFS)
² - Includes the installation of all drivers and synchronization software
³ - Only one IMAC will be counted per delivery. Automated application deployment will not be
counted as an IMAC.

Table 20       IMAC Projections
                             2006 (6                 2009 (6
                             months) 2007       2008 months)
IMACs                           2000    4000     4400    2400

8.1.1.5 Work in Progress
The City/County currently have a number of initiatives in progress that are included in the scope
of this SOW, and are the responsibility of the Service Provider to complete within the time frames
specified by the City/County. A list of these projects is provided in Exhibit 14.4 Annual Work
Plan.

       Consolidation of separate domain help desk resources

8.1.1.6 Future Initiatives
Other initiatives under consideration but which are not in progress include:
   1. Improved Self Help: The Service Provider will provide more tools to the City/County user
      community to assist them in solving their own technology problems. Self-help will enable
      end-users to perform preliminary problem diagnosis, troubleshooting and resolution. This
      will allow the users to get back to work more quickly and decrease the number of calls into
      the help desk for simple problem resolution.
   2. Knowledge Base: The Service Provider will create a knowledge base that educates help
      desk and City/County staff about issues and equipment. Many issues are repetitive or
      ongoing and lend themselves to being captured in a knowledge base. The help desk or the
      City/County Staff can use this resource to learn more about a problem or issue and how to
      solve it to proactively manage the enterprise. Example: Checking the status of a service
      request online. This will reduce the number of calls to the help desk, increase help desk
      efficiency and drive help desk costs down.
   3. Online access to status of service requests. The Service Provider will create a real time call
      status reporting mechanism for the end-user and management staff to view current status
      of individual, departmental, functional, or component calls, with the ability to summarize
      these findings as well.


As these initiatives are implemented, it is expected that any requirements they have for ongoing
help desk services as defined in this SOW will be provided.

8.1.2 Service Requirements
Help desk services are those services required to coordinate and respond to requests, inquiries
and notifications made directly by City/County end-users. This includes taking ownership of all
requests for service, including those that may subsequently be escalated to more specialized
entities for resolution (whether that entity is the City/County, the Service Provider or a designated
third party). The help desk is also expected to implement self-help facilities to enable City/County
end-users to service themselves using automated tools.


The help desk must be available 12 hours per day, 5 days per week, 52 weeks per year, excepting
holidays. The City/County is interested in understanding what additional costs it may incur for 15



City of Evansville/Vanderburgh County                                                          49
Department of Information Technology - Request for Services (RFS)
hour/day coverage to better support its first responders, such as police and fire. A separate
pricing instruction is found in the pricing spreadsheet under help desk for this additional function.


There is a 24/7 on-call list of staff that receives system generated pages when conditions
specified by the CIO (i.e. router failure, VPN failure, backup failure, etc) occur. This responsibility
is rotated through the on-call staff help desk and desktop staff. The Service Provider should
include use of this capability and should plan to provide off-hours ―receptionist‖ or call center
notification of the local team. The Service Provider should also develop an escalation plan to
notify City/County management of outages.


Help desk services include the following activities:
   1. Setting up the help desk, including implementation of systems necessary to document,
      track and manage end-user request for services, inquiries and problem notifications;
   2. Providing a single point of contact for and coordinating all requests for service in the
      service areas supported under the terms of the Agreement;
   3. Providing expert assistance to inquiries on the features, functions and usage of all systems
      and software in use in the City/County;
   4. Identifying problems and their escalation, resolution and closure including performance of
      root cause analysis on selected events; and
   5. Performing administration services such as creating, changing and deleting user accounts.


Service Provider Question: Help Desk Transition

Please describe your process for transitioning the help desk ownership and responsibilities
seamlessly in an effort to maintain a high level of customer confidence and satisfaction that DoIT
customers expect.

8.1.2.1 Help Desk Administration
The Service Provider will perform services and activities associated with the setup and
administration of the help desk, and the management of service requests, problem notifications
and other inquiries submitted by the City/County. The following table identifies the underlying
roles and responsibilities associated with help desk Administration activities.

Table 21 Help Desk Administration Roles and Responsibilities

   Help Desk Administration Roles and Responsibilities                                 SP     C/C
   1. Develop and document help desk administration requirements and policies.        X (P)   X (S)
   2. Develop and document procedures that meet requirements and adhere to             X
      defined policies.
   3. Approve help desk administration procedures.                                             X
   4. Provide help desk facilities on City/County premises to meet the needs of the    X
      City/County or propose a help desk scenario hosted remotely.
   5. Develop transition plan, including the management of issues regarding            X
      facilities, layout and integration within the City/County.
   6. Provide a single point of contact for all City/County end-user requests for      X
      assistance (service requests, problem notifications, inquires, etc.) 12 hours
      per day, 5 days per week.




City of Evansville/Vanderburgh County                                                               50
Department of Information Technology - Request for Services (RFS)
   Help Desk Administration Roles and Responsibilities                                  SP     C/C
   7. Provide/utilize a system to document, manage and track all requests for           X
      service, problem reports and inquiries regardless of the means by which the
      request is submitted (e.g., telephone, email, fax, direct online input by end-
      users, etc.).
   8. Categorize, prioritize and log all IT inquiries/problems/requests entry into      X
      service request management system.
   9. Monitor and track all requests for service to closure. Escalate within the        X
      Service Provider organization and City/County as required without the
      requirement for opening a new service request.
   10. Provide online capability for user to review status of requests for service.     X
   11. Track the number of calls including abandoned calls; implement processes to      X
       minimize call abandonment.
   12. Create and maintain contact list(s).                                             X
   13. Issue broadcasts or other notices to provide status updates as required.         X
   14. Prepare and issue service request and incident reports as needed.                X
   15. Develop and execute procedures for conducting end-user satisfaction             X (P)   X (S)
       surveys according to service level requirements.
   16. Maintain a continuous improvement program that improves help desk                X
       services.
Service Provider Questions: Help Desk Administration

   1. If not using Track-IT!, please describe the help desk tools you intend to implement.
   2. Describe your knowledge base and how you will integrate with or complement the existing
      help desk knowledge base.
   3. How do you ensure that your help desk is and remains the “single point of contact” for
      technology issues?
   4. Describe your dispatch process and give an example of success and an example requiring
      improvement and the steps taken.
   5. Please describe your process to move and delete employees and give an example of
      success and an example requiring improvement and the steps taken.
   6. How will you assist in coordinating training?

8.1.2.2 Service Request Coordination
The Service Provider will perform services and activities associated with the coordination and
completion of service requests.         The following table identifies the underlying roles and
responsibilities associated with service request coordination activities.

Table 22        Service Request Coordination Roles and Responsibilities

   Service Request Coordination Roles and Responsibilities                              SP     C/C
   1. Develop and document service request coordination requirements and               X (P)   X (S)
      policies.
   2. Develop procedures that meet requirements and adhere to defined policies.         X
   3. Approve service request coordination procedures.                                          X



City of Evansville/Vanderburgh County                                                                51
Department of Information Technology - Request for Services (RFS)
   Service Request Coordination Roles and Responsibilities                               SP     C/C
   4. Document and track requests for service in all areas supported, such as            X
      IMACs for end-user devices.
   5. Contact the end-user to confirm the requirements, scope and schedule for           X
      service requests.
   6. Identify the approach to supporting the request (e.g., new devices,                X
      cascading, etc.) and any associated cost.
   7. Approve the approach for performing actions, schedule and any cost to                      X
      complete the service request.
   8. Provide resources as needed during planned critical events.                        X
   9. Ensure that activities to satisfy the service request conform to defined          X (P)   X (S)
      change management procedures.
   10. Verify acceptance of services by contacting the end-user to confirm results       X
       and level of satisfaction.
   11. Ensure that inventory and configuration management records are updated to         X
       reflect completed service request (IMACs, and others).
Service Provider Questions: Service Request Coordination

   1. Please describe your process for conducting “warm transfers” of help desk tickets to third-
      party Service Providers and/or City/County personnel. – i.e. outside of your staff.
   2. Describe your process for updating and managing this “transferred” help desk ticket
      described in question 1 to completion.

8.1.2.3 Inquiry Response and Problem Resolution
The Service Provider will perform services and activities associated with response to inquiries and
resolution of problems reported by the City/County. The following table identifies the underlying
roles and responsibilities associated with inquiry response and problem resolution activities.

Table 23        Inquiry Response and Problem Resolution Roles and Responsibilities

   Inquiry Response and Problem Resolution Roles and Responsibilities                    SP     C/C
   1. Develop and document inquiry response and problem resolution                      X (P)   X (S)
      requirements and policies.
   2. Develop procedures that meet requirements and adhere to defined policies.          X
   3. Approve inquiry response and problem resolution procedures.                                X
   4. Implement self-help features that enable end-users to perform preliminary          X
      problem diagnosis, troubleshooting and resolution.
   5. Provide resolution within prescribed time limits for inquiries that do not         X
      require service dispatch (i.e., resolution during the first call).
   6. Utilize remote controls to diagnose and troubleshoot reported problems from        X
      the help desk.
   7. Escalate requests or problems that cannot be resolved during the first call for    X
      field service dispatch or assign to other technical support personnel as
      needed.
   8. Ensure that recurring problems that meet defined criteria are escalated for        X
      root-cause-analysis processes.



City of Evansville/Vanderburgh County                                                                 52
Department of Information Technology - Request for Services (RFS)
   Inquiry Response and Problem Resolution Roles and Responsibilities                 SP     C/C
   9. Identify need for ongoing end-user training based on calls received.            X

8.1.2.4 Root Cause Analysis
The Service Provider will perform services and activities required to diagnose, analyze,
recommend, and take corrective measures to prevent recurring problems and/or trends. The
following table identifies the underlying roles and responsibilities associated with root cause
analysis (RCA) services.

Table 24        Root Cause Analysis Roles and Responsibilities

   Root Cause Analysis Roles and Responsibilities                                     SP     C/C
   1. Develop and document requirements and policies for root cause analysis,        X (P)   X (S)
      such as events that trigger a RCA.
   2. Develop procedures for performing a RCA that meet requirements and              X
      adhere to defined policies.
   3. Approve RCA procedures.                                                                 X
   4. Conduct proactive trend analysis to identify recurring problems.                X
   5. Identify the root cause of repetitive problems or failures.                     X
   6. Conduct RCA for all severity level 1 and severity level 2 incidents.            X
   7. Track and report the consequences of repetitive failures.                       X
   8. Ensure appropriate resources are assigned as may be necessary to identify       X
      and remedy repetitive failures.
   9. Provide the City/County with written reports detailing the cause of, and        X
      procedure for, correcting such failure; provide updates on a monthly basis
      until closure.
   10. Substantiate to the City/County that all reasonable actions have been taken    X
       to prevent recurrence of such failure.
   11. Review and approve actions for resolution of problems as reported in RCA               X
       recommendations.
   12. Develop and implement solutions to recurring problems identified by            X
       proactive trend analysis.
Service Provider Questions: Root Cause Analysis

Please describe your approach to performing root cause analysis. Describe your process for
training your personnel on the process and ensuring that the approach is being followed. If
possible, provide an example of a problem that has been analyzed for a client.

8.1.3 Service Management

8.1.3.1 Objectives
A key objective of the City/County’s decision to outsource IT services is to maintain effective
service levels. The necessary SLRs are detailed in the following sections.




City of Evansville/Vanderburgh County                                                              53
Department of Information Technology - Request for Services (RFS)
8.1.3.2 SLR Details
The following minimum service levels are required at contract implementation. The Service
Provider must consistently meet or exceed the following SLRs.

Table 25        Response Time SLR

                                           Response Time SLR
                            Response time is the number of seconds or cycles it takes any representative
   Definition               of the City/County to connect with the Service Provider’s help desk
                            representative.
   Help Desk
                                  Service Measure                Performance Target              SLR
   Responsiveness
   Speed-to-Answer *        Phone response time                          60 sec                 90%
   Call Abandonment rate    Phone response time                           2%                    98%
   Email Response rate      Online response time                         1 hour                 98%

   Formula                  Number of events per event type per target/total number of events per type
                            during measurement period = service level attained.
   Measure Interval         Measure daily, report monthly
   Measurement Tool         The Service Provider is to provide auditing, monitoring and reporting tools.

Note: * Speed-to-Answer encompasses Time on Hold.

Table 26        First Call Resolution SLR

                                        First Call Resolution SLR
                           First Call Resolution—The desired percentage of total contacts planned for
                           resolution at this level, after considering the percentage of calls that were
                           dispatched or transferred. For example, calls that by definition require a skill
                           set outside of a help desk agent (i.e. network outage) are not considered the
                           type of call planned for resolution at this level. Those calls would not be
                           considered as part of the pool to be completed at first contact. First contact
   Definition              completion applies when the first person the end-user reaches answers the
                           question or resolves the problem. Dispatches and call-backs should be
                           considered second or greater contact, Warm transfers to third parties should
                           not be considered as part of the type that can be resolved on the first contact.
                           Regular meetings with the CIO in the beginning months of the service
                           agreement will be required to ensure that the categorization of call types is
                           acceptable.
   Help Desk Incident
                            Service Measure                  Performance Target                    SLR
      Resolution
    st
   1 Call Resolution       Response time           Resolution on first call                   75.0%
   Rate

   Formula                 Number of calls resolved per target per type/total number of calls per type
                           received during measurement period = service level attained
   Measure Interval        Measure daily, report monthly
   Measurement Tool        The Service Provider is to provide auditing, monitoring and reporting tools.
                           SLRs may be negotiated downwards by the corresponding ratio of password



City of Evansville/Vanderburgh County                                                                      54
Department of Information Technology - Request for Services (RFS)
                                         First Call Resolution SLR
                           reset calls to the help desk prior to the self password reset implementation.

Table 27        Incident Closure SLR

                                          Incident Closure SLR
                           Time between the opening of an incident and its final closure. Final closure of
   Definition              the ticket often requires a waiting period or confirmation with the end-user after
                           the issue has been resolved.
   Help Desk Incident
                            Service Measure                 Performance Target                      SLR
      Closure
   Root Cause Analysis     Scheduled              Provide monthly written review of                99.0%
   (RCA)                                          problem areas and resolutions for
                                                  Severity 1 and Severity 2 levels.
   Recurring Problem       Repeat Calls           <2% recall (reopen)                             <0.05%

   Formula                 1. Number of incidents closed and acknowledged via email per target/total
                              number of incidents closed during the measurement period.
                           2. Quantity of incidents with RCA provided per target per type/total qty of
                              incidents per type occurring during the measurement period.
                           3. Number of repeat calls/total calls during the measurement period.
   Measure Interval        Measure daily, report monthly
   Measurement Tool        The Service Provider can use existing auditing, monitoring and reporting tools.
                           Current focus is on resolve time.

Table 28        Customer Account Administration SLR

                                Customer Account Administration SLR
                           Routine functions, such as setting up user IDs, changing user authorization
   Definition              tables, changing account codes and similar functions, which are handled by the
                           Service Provider.
      User Account
                            Service Measure                 Performance Target                      SLR
   Administration Tasks
   New User Account        Response time          Completed within 1 business day of                90%
   (up to 5 per request)                          authorized request. Six months after
                                                  contract implementation, attainment will
                                                  rise to 95%
   New User Account        Response time          Completed within 3 business days of              99.0%
   (6-20 per request)                             authorized request.
   Privilege Changes       Response time          Within 1 business day of authorized              95.0%
   and Disable User                               request.
   Account
   Emergency Disable       Response time          Within 30 minutes of authorized                  98.0%
   and/or Terminate User                          request.
   Account

   Formula                 Number of tasks per type completed per target/total number of tasks per type
                           performed within measurement period.




City of Evansville/Vanderburgh County                                                                      55
Department of Information Technology - Request for Services (RFS)
                                Customer Account Administration SLR
   Measure Interval        Measure monthly, report monthly
   Measurement Tool        The Service Provider can use existing auditing, monitoring and reporting tools.

Table 29        Customer Satisfaction

                                           Customer Satisfaction
                           A subjective rating obtained through a combination of periodic client surveys
   Definition              and feedback from random follow-up calls where satisfaction is measured on
                           scale of 1 to 5, with 1 being lowest and 5 being highest.
   Customer Satisfaction    Service Measure                   Performance Target                    SLR
   Monthly C/C Sample      Customer                 A statistically significant random sample       95%
   Satisfaction Survey     Satisfaction rate        of customers should be surveyed and
                                                    results should be very satisfied or
                                                    satisfied.

   Formula                 1. Number of responses with a very satisfied or satisfied rating/total number
                              of responses.
                           2. Sum of survey results from each participant/total number of participants
                              responding to periodic sample.
                           3. Sum of survey result from each participant/total number of participants
                              responding to scheduled survey.
   Measure Interval        Measure monthly, report monthly
   Measurement Tool        The Service Provider is to provide the sampling tool for the random follow-up
                           and schedule surveying.
Service Provider Questions: Customer Satisfaction Surveying

   1. Describe your approach to determining what a statistically significant sample size would be
      for the user base the size of the city of Evansville Vanderburgh County.
   2. Discuss methods for encouraging customer participation without undue intrusiveness.
   3. Provide an example of customer satisfaction surveys you have done for other clients.

8.1.3.3 Service Specific Milestones
Milestones specific to the deployment of help desk services are listed in the following table:

Table 30        Help Desk Specific Milestones

             Description                                           Milestone
   Semi-Annual Customer                 Within six months after the commencement date, and no less
   Satisfaction Survey                  frequently than twice annually, the Service Provider will conduct end-
                                        user satisfaction surveys regarding the services. The surveys
                                        should cover a representative and statistically significant sample of
                                        the end-users and, as a separate sample category, senior
                                        City/County management. See Exhibit 13.11, Milestones for more
                                        detail.
   Feedback survey                      Within three months of contract implementation, the Service
                                        Provider will make available an online survey to allow customers to
                                        immediately provide feedback on any aspect of the Service




City of Evansville/Vanderburgh County                                                                      56
Department of Information Technology - Request for Services (RFS)
            Description                                             Milestone
                                        Provider’s performance.
   Self Password Resets                 Within six months of contract implementation, the Service Provider
                                        will implement self password resets. Because implementation of this
                                        milestone will produce a reduction in the Service Provider cost, the
                                        cost of implementing this improvement should be within the fixed fee
                                        pricing of this contract. See Exhibit 13.11, Milestones for more
                                        detail.
   Knowledge Base                       Within six months of contract implementation, the Service Provider
                                        will begin development of a knowledge base for users.
                                        Within one year of contract implementation, the Service Provider will
                                        provide online access to the knowledge base for self-help and
                                        diagnosis to the C/C customer base.
                                        Because implementation of this milestone will produce a reduction in
                                        the Service Provider cost, the cost of implementing this improvement
                                        should be within the fixed fee pricing of this contract. See Exhibit
                                        13.11, Milestones for more detail.

8.1.3.4 Reports
Reports are required as defined in the following table.

Table 31        Help Desk Reports

                               Description                                              Timing
   Time to Answer Report: Reports for severity 1-4 problem calls.          Measure daily, report monthly
      The compilation of these reports should exclude calls that are for
      repairs on Service Provider equipment, canceled requests, or
      calls in which an outside Service Provider or agency (i.e. AT&T)
      performs the repair.
   Report for Installations                                                Measure daily, report monthly
   Report for Cascades: Cascading of older computers as newer              Measure daily, report monthly
      computers are purchased and installed.
   Inventory Reports: Details computer asset with type, location, age,     Measure daily, report monthly
       etc. Online and on demand with capacity to export to multiple
       data formats.
   Call Volume Reports: Details by day, by month, by year and by           Measure daily, report monthly
       type.
   Service Request Auditing Reports: Details time of receipt and           Measure daily, report monthly
      completion.
   Service Level Report                                                    Measure daily, report monthly
   Trending Report: Details problems and resolutions.                      Measure daily, report monthly
   Aging Issues Report: Executive level report listing aging tickets,      Every morning
      escalated issues, etc. over the last 24 hours.




City of Evansville/Vanderburgh County                                                                      57
Department of Information Technology - Request for Services (RFS)
8.2 Desktop Services

8.2.1 Service Environment
This statement of work defines the service environment, service descriptions with roles and
responsibilities, and service level requirements for the provision of desktop services to the
City/County.

8.2.1.1 Goals
A summary of the desktop services goals follows:
   1. Maximize and optimize equipment performance - Improve configuration management and
      performance testing as equipment is deployed, and periodic evaluation of help desk calls to
      identify trends in equipment failure.
   2. Minimize the number of desktop configurations – Should be standard for all PCs, and
      everyone in the enterprise should be running on the same version of the standard
      software. Exceptions would only be those applications specific to certain areas.
   3. Improve license management procedures – Management and version control of software
      licenses should be tracked to ensure both compliance and application currency.
   4. Prepare and maintain service related documentation in a knowledgebase that will be
      available to Service Provider and City/County personnel.

8.2.1.2 General Description of Service Environment
The City/County has approximately 84 sites in its desktop environment. A listing and description
of these sites can be found in Exhibit 14.1, Locations Where Services are Provided.


The City/County has approximately 1000 networked workstations, 9-12 networked dumb
terminals, 250 networked printers and an unknown number personal printers in use by
approximately 2700 end-users.


Domain                 Workstations           Network Printers
Ven_Net                                 419                    158
GIS                                     223                         53
Safety                                  300                         36
Total                                   942                    247


Most of the City/County’s equipment is three years or older and therefore most equipment is not
under warranty.
Client workstations are running a mix of Windows 9x, 2000, NT and XP Professional.          We do
support some PDAs, with both Pocket PC and Palm OS as standards.
The Court PCs, numbering approximately 316, are standardized on a single image. A listing of
the Court’s image can be found in Exhibit 13.12 Court Desktop Image

8.2.1.3 Baseline Volumes and Projections
The City/County’s current utilization and projected usage of desktop services are presented in this
section. These metrics represent the City/County’s most realistic projection of the service volumes
for Year 1 implementation based on the best known estimates.




City of Evansville/Vanderburgh County                                                        58
Department of Information Technology - Request for Services (RFS)
Table 32       Desktop Services Volumes and Projections

  Desktop/User Devices            2005     Year 1    Year 2   Year 3
  Users                            2600      2650     2700      2750
  Locations                         84        86       88           90
  Desktop PC / workstations        1000      1000     1100      1150
  Laptop Computers                  50       100       300      500
  Tablet Computers                  10        20       30           40
  Network Attached Printers         247      300       300      300

8.2.1.4 Work in Progress
The City/County currently have a number of initiatives in progress that are included in the scope
of this SOW, and are the responsibility of the Service Provider to complete within the time frames
specified by the City/County. A list of these projects is provided in Exhibit 14.4, Annual Work
Plan.
     Establishing standard set of desktop configurations. Assure requisite drivers are loaded to
        minimize revisions.
     Minimizing the number of desktop configurations to streamline help desk calls

8.2.1.5 Future Initiatives
Additionally initiatives under consideration but which are not in progress include:
    Establishing standard set of desktop configurations. Assure requisite drivers are loaded to
       minimize revisions.
    Development of enterprise Intranet posting and access services.
    Development of enterprise office automation licensing.


As these initiatives are implemented, it is expected that any impact to ongoing desktop services
as defined in this SOW will be documented.

8.2.2 Service Requirements
Desktop services are those services required to support network-attached and end-user devices
and peripherals not located in the centralized computing facility (i.e., VAX and network area
including network servers); desktop computer hardware (including peripheral devices such as
printers and scanners); and software enabling individual and collective use of computing
resources in the business environment. Desktop services also include support for portable
computing devices such as laptop computers, tablet PCs.
NOTE: All server support requirements are detailed and covered in Network and Server
Services.

8.2.2.1 Operations and Administration
The Service Provider will operate, support, monitor, and manage all City/County distributed
devices, desktop hardware, and software. Operations and administration responsibilities of the
Service Provider include:
      Operating and monitoring the desktop equipment (e.g., end-user devices);
      Deployment of software to desktops and peripherals;
      Managing data and storage resources;
      User administration; and



City of Evansville/Vanderburgh County                                                          59
Department of Information Technology - Request for Services (RFS)
       Hardware maintenance.
Computer Operations
The Service Provider will perform services and activities associated with the operation and
administration of desktop systems to meet the processing requirements of the City/County. The
following table identifies the underlying roles and responsibilities associated with desktop
services.

Table 33        Desktop Operations Roles and Responsibilities

  Desktop Operations Roles and Responsibilities                                       SP     C/C
  1. Develop and document desktop operations requirements and policies,              X (P)   X (S)
     including schedules for the operation of distributed systems.
  2. Develop desktop operations procedures that meet requirements and adhere          X
     to defined policies.
  3. Approve desktop operations procedures.                                                   X
  4. Manage (i.e., create, modify, delete) user accounts for accessing and using      X
     desktop systems and resources.
  5. Support applications’ test-to-production migration activities.                   X
  6. Ensure that disaster recovery procedures reflect the recovery requirements       X
     for the desktop environment.


Monitoring and Problem Resolution Services
The Service Provider will perform services and activities associated with the monitoring of the
desktop environment and resolving identified problems.          The following table identifies the
underlying roles and responsibilities associated with monitoring and problem resolution services.

Table 34        Monitoring and Problem Resolution Roles and Responsibilities

  Monitoring and Problem Resolution Roles and Responsibilities                        SP     C/C
  1. Develop and document requirements and policies for desktop monitoring and       X (P)   X (S)
     problem resolution.
  2. Develop and document monitoring and problem management procedures,               X
     including escalation thresholds that meet requirements and adhere to
     defined policies.
  3. Approve monitoring and problem resolution procedures.                                    X
  4. Provide and implement tools for monitoring the desktop environment.              X
  5. Monitor operation of distributed hardware and systems as scheduled.              X
  6. Implement measures for proactive monitoring and self-healing capabilities to     X
     limit outages that affect desktop operations.
  7. Identify desktop problems and resolve in accordance with SLRs. Escalate as       X
     required. Coordinate activities with the help desk.
  8. Monitor for and restrict receipt of email spam, virus, spyware, and adware.      X
  9. Provide technical assistance for the help desk, City/County end-users and        X
     external entities using City/County distributed systems.
  10. Answer and respond to inquiries and trouble resolution items and escalate in    X
      accordance with established procedures.




City of Evansville/Vanderburgh County                                                                60
Department of Information Technology - Request for Services (RFS)
  Monitoring and Problem Resolution Roles and Responsibilities                       SP     C/C
  11. Ensure that desktop problem resolution activities conform to defined change    X
      control procedures.


Storage and Data Management
The Service Provider will perform services and activities associated with managing data and
maintaining storage resources for the desktop environment.        The following table identifies the
underlying roles and responsibilities associated with storage and data management services.

Table 35       Storage and Data Management Roles and Responsibilities

  Storage and Data Management Roles and Responsibilities                             SP     C/C
  1. Develop and document storage and data management requirements and              X (P)   X (S)
     policies.
  2. Develop procedures for performing storage management that meet                  X
     requirements and adhere to defined policies.
  3. Approve storage management procedures.                                                  X
  4. Perform capacity planning to develop storage and data management               X (P)   X (S)
     requirements projections.
  5. Monitor and control storage access and performance according to defined         X
     management policies.
  6. Perform data backups and restores per established procedures and service        X
     level requirements for all designated end-user computers and peripherals.
  7. Provide utilities that enable end-users to automate backups of desktop and      X
     laptop computers.


Software Deployment and Management Services
The Service Provider will perform services and activities associated with deploying and managing
software that enable end-user productivity in the desktop environment.         The following table
identifies the underlying roles and responsibilities associated with software deployment and
management services.

Table 36       Software Deployment/Management Roles and Responsibilities

  Software Deployment/Management Roles and Responsibilities                          SP     C/C
  1. Develop and document software deployment/management requirements and           X (P)   X (S)
     policies.
  2. Develop procedures for software deployment and management that meet             X
     requirements and adhere to defined policies.
  3. Approve software deployment/management procedures.                                      X
  4. Provide necessary utilities/tools to maintain and ensure compliance with        X
     agreed-upon software deployment/management policies and procedures.
  5. Manage software deployment using automated tools and formal project             X
     management methodologies.
  6. Issue broadcasts to announce the availability of upgrades to desktop            X
     software.




City of Evansville/Vanderburgh County                                                               61
Department of Information Technology - Request for Services (RFS)
  Software Deployment/Management Roles and Responsibilities                        SP     C/C
  7. Develop and implement desktop images/builds to meet City/County business      X
     needs.
  8. Implement and manage roaming profiles as needed.                              X
  9. Develop a management plan to reduce the number of different desktop           X
     images.
  10. Provide training to City/County personnel as appropriate on new/upgraded     X
      software. (e.g., features of new operating systems, etc.)
Service Provider Question: Software Management

Describe your process for consolidating, managing and maintaining a current image library and
process for the City/County. If possible, describe your experience consolidating images in a local
government installation.
Hardware Maintenance
The Service Provider will perform services and activities associated with maintaining desktop
systems hardware.      The following table identifies the underlying roles and responsibilities
associated with hardware maintenance services.

Table 37       Hardware Maintenance Roles and Responsibilities

  Hardware Maintenance Roles and Responsibilities                                  SP     C/C
 1. Develop and document hardware maintenance and repair requirements and         X (P)   X (S)
    policies.
 2. Develop and document hardware maintenance and repair procedures that           X
    meet requirements and adhere to defined policies.
 3. Approve hardware maintenance and repair procedures.                                    X
 4. Install (or coordinate installation of) new or enhanced hardware components    X
    or peripherals (e.g., storage devices, etc.) to meet City/County desktop
    processing requirements.
 5. Perform diagnostics as needed to identify the cause of hardware problems,      X
    and report findings.
 6. Install manufacturer field change orders, firmware upgrades, and other         X
    Service Provider-supplied hardware improvements for Service Provider-
    supported hardware.
 7. Replace defective parts on Service Provider-supported hardware.                X
 8. Manage warranties for City/County owned/leased hardware to ensure that         X
    parts under warranty are replaced under the terms of the warranty.
 9. Ensure that all hardware maintenance activities conform to configuration       X
    management and change control processes.
Service Provider Question: Hardware Maintenance

Describe your process for managing your parts inventory either on site or off site location. How
will you determine if the parts-on-hand level is adequate?




City of Evansville/Vanderburgh County                                                             62
Department of Information Technology - Request for Services (RFS)
8.2.2.2 Technical Support
The Service Provider will perform services and activities associated with desktop performance and
configuration, and maintenance of system software. Technical support responsibilities of the
Service Provider include:
   1. Managing distributed systems performance to ensure optimum throughput;
   2. Providing problem management resolution support to help desk staff and to City/County IT
      management and end-users;
   3. Managing the technical configuration and ensuring that all operating components are
      effectively integrated; and
   4. Maintaining operating system software and utilities on all platforms.


Performance Management
The Service Provider will perform services and activities associated with managing the
performance of the desktop environment. The following table identifies the underlying roles and
responsibilities associated with performance management services.

Table 38       Performance Management Roles and Responsibilities

  Performance Management Roles and Responsibilities                            SP      C/C
 1. Develop and document desktop performance requirements and policies.       X (P)   X (S)
 2. Develop and document procedures that meet requirements and adhere to       X
    defined policies.
 3. Approve performance management procedures.                                          X
 4. Perform capacity planning to develop resource requirements projections.   X (P)   X (S)
 5. Perform tuning to maintain optimum performance across the desktop          X
    environment.
 6. Provide technical advice and support to the application maintenance and    X
    development staffs as required.
 7. Evaluate, identify and recommend configurations or changes to              X
    configurations which will enhance desktop performance.
 8. Authorize improvement plans.                                                        X


Configuration Management
The Service Provider will perform services and activities associated with tracking and managing
the configuration of individual system components and identification of the relationships and
dependencies among them.              The following table identifies the underlying roles and
responsibilities associated with configuration management services.

Table 39       Configuration Management Roles and Responsibilities

  Configuration Management Roles and Responsibilities                          SP      C/C
 1. Develop and document configuration management requirements and            X (P)   X (S)
    policies.
 2. Develop configuration management procedures that meet requirements and     X
    adhere with defined policies.




City of Evansville/Vanderburgh County                                                         63
Department of Information Technology - Request for Services (RFS)
  Configuration Management Roles and Responsibilities                                   SP     C/C
 3. Approve configuration management procedures.                                                X
 4. Provide a configuration management tool subject to approval by the                  X
    City/County. This tool will enable the Service Provider to deliver services at a
    lower cost and should therefore be considered within the fees of the fixed
    cost price.
 5. Approve configuration management tool.                                                      X
 6. Document and maintain desktop hardware and software specifications and              X
    configurations.
 7. Provide information about the configuration, functionality, and other aspects       X
    of the desktop environment upon request.
 8. Track all software versions in use in the desktop environment. Document             X
    issues and considerations associated with each version and environment.
 9. Ensure that disaster recovery documentation correctly reflects the desktop         X (P)   X (S)
    environment.


Systems Testing and Integration
The Service Provider will perform services and activities associated with building and maintaining
the technical infrastructure, and the testing, integration and migration activities to ensure that all
components of the desktop environment work together effectively. The Service Provider should
create a systems testing and integration plan that will outline how the following tasks will be
accomplished. For more detail, see Exhibit 13.11, Milestones.


The following table identifies the underlying roles and responsibilities associated with systems
engineering, testing and integration services.

Table 40       Systems Testing and Integration Roles and Responsibilities

  Systems Testing and Integration Roles and Responsibilities                            SP     C/C
 1. Develop and document engineering, testing, and integration requirements            X (P)   X (S)
    and policies.
 2. Develop engineering, testing, and integration procedures that meet                  X
    requirements and adhere to defined policies.
 3. Approve engineering, testing, and integration procedures.                                   X
 4. Prepare system engineering plans and schedules to support new and                   X
    enhanced applications, architectures, and standards.
 5. Review and approve engineering plans and schedules.                                         X
 6. Define and document unit and systems acceptance criteria.                           X
 7. Conduct testing for all new and upgraded equipment, software or services to         X
    include unit, system, integration, and regression testing.
 8. Define and document user acceptance criteria.                                               X
 9. Perform and approve user acceptance testing for new and upgraded                            X
    equipment and software.
 10. Assess and communicate the overall impact and potential risk to existing           X
     operations prior to implementing changes.




City of Evansville/Vanderburgh County                                                                  64
Department of Information Technology - Request for Services (RFS)
  Systems Testing and Integration Roles and Responsibilities                             SP          C/C
 11. Coordinate the scheduling of all changes to the desktop environment through         X
     defined change control processes.
 12. Test and stage new and upgraded equipment and software to smoothly                  X
     transition into production environment prior to going live on the network.
 13. Perform project management (including the creation of project plans and             X
     management documentation), as appropriate.
 14. Perform data migration from existing systems to new systems.                        X
 15. Provide technical assistance to City/County during transitions as needed.           X
 16. Update configuration management documentation and asset inventory to                X
     reflect hardware and software changes.

8.2.3 Service Management
The Service Provider must consistently meet or exceed the following SLRs.


Table 41       Deployment SLR - New Workstation, Peripheral, and Software Installation

                Deployment SLR - New Workstation, Peripheral and Software Installation
                             (from time hardware or software request)
            Request                   Service Measure                 Performance Target             SLR
  Urgent Request, single       Target Time from request          1 business day                     95.0%
  installation (High
  Priority)
  1-10 in a single request     Target Time from request          10 business days                   92.0%

  Formula                      Request types completed <= SLA target/total request types completed within
                               measurement interval = service level attained
  Measurement Interval         Monthly measure, monthly report
  Measurement Tool             The Service Provider can use existing auditing, monitoring and reporting tools.

Table 42       Physical Equipment Moves (MACs) SLR

                                       Physical Equipment Moves SLR
            Moves                     Service Measure                 Performance Target             SLR
  Urgent Request, single        Target Time from request         4 hours                         98.0%
  move (High Priority)
  1-10 (per 5 business          Target Time from request         5 Business Days                 95.0%
  days advanced notice)




City of Evansville/Vanderburgh County                                                                      65
Department of Information Technology - Request for Services (RFS)
                                       Physical Equipment Moves SLR

  Formula                     Number of moves completed per type per target/total number of moves per
                              type occurring during measurement period.
  Measurement Interval        Monthly measure, monthly report
  Measurement Tool            The Service Provider can use existing auditing, monitoring and reporting
                              tools.

8.2.3.1 Service Specific Milestones
Milestones specific to the deployment of desktop services are listed in the following table.

Table 43       Service Specific Milestones

                    Description                                           Milestone
  Desktop Images Management Plan.                    Within six months of contract implementation, the
                                                     Service Provider will develop a desktop image plan
                                                     to consolidate the images across the City/county.
                                                     The court system PCs, numbering about 330,
                                                     currently are standardized on one image.
  Systems Integration and Testing Plan               Within six months of contract implementation, the
                                                     Service Provider will create a systems testing and
                                                     integration plan that will outline how systems testing
                                                     and integration will be accomplished at the C/C.
                                                     The plan should include costs to the City/County to
                                                     implement such a test lab.

8.2.3.2 Reports
Required reports relevant to the provision of desktop services are defined in the following table.

Table 44       Desktop Services Reports

                    Description                                             Timing
  SLR Compliance                                     Monthly or as needed
  Service Failure Exception Reports                  Monthly or as needed
  Trending of Desktop Support Issues                 Quarterly or as needed




City of Evansville/Vanderburgh County                                                                    66
Department of Information Technology - Request for Services (RFS)
8.3 Network and Server Services

8.3.1 Service Environment
This statement of work defines the service environment, service descriptions with roles and
responsibilities, and service level requirements (SLRs) for the provision of network and server
services supporting the wide area network (WAN) and local area networks (LANs) for the
City/County.

8.3.1.1 Goals
A summary of the network services goals follows:
   1. Obtain access to additional CISCO certified individuals for review, reconfiguration,
      maintenance, and monitoring of network services.
   2. Consolidate VEN_NET, CIVICNET, and SAFETY_NET into a single domain called CIVICNet.
   3. Reconfigure existing CISCO hardware/software to eliminate existing and potential security
      risks in relation to the approved security plan (milestone deliverable).
   4. Implement intrusion detection capabilities and data encryption techniques.
   5. Develop secure wireless LAN capabilities.
   6. Review and consolidate current VLAN configurations.
   7. Finalize consolidation of enterprise resources
   8. Implement VOIP across the enterprise (third party contract).

8.3.1.2 General Description of Service Environment
The City/County network infrastructure backbone, encompassing both wide and local area
networks, should be considered a core information systems resource. The City/County has
standardized on a Cisco network infrastructure backbone consisting of Cisco switches, routers,
firewalls, VPN concentrators, wireless, and voice over IP equipment. Currently individuals on each
of the separate network segments administer the network infrastructure separately. Because the
backbone is fractured into three primary domain segments, cross-domain access to resources is
made more difficult because of an additional level of network administration that must be
addressed prior to gaining access to these resources. This added level of network administration
between domains has caused delays for end-users to access these resources, or, in some cases,
denial of services to the end-user community.


The GIS department has maintained its own physical network segment running at Gigabit speed
over fiber for its backbone and switched to the desktop. Fiber optic cabling has been run from the
Evansville Water and Sewer Utility cold room to various closets in the Civic Center and terminates
into locked and secured cabinets. Each department is connected by Cisco series switches that
contain Gigabit uplinks to our core switch. Each user has 100Mbps full duplex dedicated to their
desktop. The core of the network is a Cisco 4006 switch that contains a router switch module and
has a backplane speed of 64 Gbps. This routing switch module enables us to takes advantage of
what is called wire speed routing. In simplistic terms, wire speed routing is where a data stream
sends its first packet through the router to learn the route to the target computer. All subsequent
packets then do not have to go through the router and can go straight to the destination at wire
speed. When every packet does not have to slow down to go through the routing engine, the
rate that data flows is many times faster.

Subnets




City of Evansville/Vanderburgh County                                                        67
Department of Information Technology - Request for Services (RFS)
The GIS network is divided into several different subnets and VLANS that in essence gives each
department its own sub network within the network. This provides flexibility and growth, and
when coupled with Virtual Local Area Networks (VLANs) the physical location of the subnets is not
limited to the user’s physical location. The use of this technology dramatically reduces the
broadcast traffic seen between departments, and further ensures that any broadcast storm by a
computer on one network will not affect the other subnets. Another added benefit of using
subnets is that it gives the GIS department the ability to isolate problems easier and provide
additional layers of security. The GIS network uses only private addresses for its internal users.

As a security measure, port security has been implemented on every switch within the GIS
network. Port security is where each port on the switch will only allow a designated number of
MAC addresses to pass through. The GIS department has setup the switches to allow only one
MAC address through a port, thus reducing the potential of an internal hacker plugging a laptop
into an existing switch to gain access to the network. When a user moves their desktop or
changes a faulty Network Interface Card (NIC), they will be denied access to the network until the
proper GIS personnel have been notified and the port has been released.

Speed

The GIS Network has a 1Gbps backbone connection to all edge switches, with future expansion
capabilities to 2Gbps. Connections to every device are at full duplex (this means that all devices
and computers can send and receive data at the same time, which doubles a devices capability).
On full duplex systems, the device does not have to stop receiving a data stream to send an
acknowledgement of what it has received so far. Currently, there is a dedicated bandwidth of
100Mbps to each user on the GIS network. There is also a 1Gbps connection to the GIS data
servers, with future expansion capabilities to 2Gbps.
Because the infrastructure is composed of a consistent platform, Cisco, it is possible to centrally
manage and administer the network infrastructure backbone. To more effectively accomplish this,
the CIO has been working to eliminate the current network segmentation by domain, to create an
integrated, consolidated, more cohesive network.


This integration would not, however, eliminate the virtual local area networks (VLANs) that have
been established for departments and/or specified groups. These VLANs will continue to optimize
utilization of the available bandwidth. It will be necessary to review the overall network
infrastructure configurations prior to modifications to assure security is maintained.


Although the City/County is in the process of consolidating of the network and its resources, this
effort may not be completed prior to an initiation of a new service agreement. As part of a
transition milestone, the Service Provider will be required to finalize and document the ultimate
configuration of these enterprise resources.


Internet connectivity for the City/County environment is via a dedicated, 9Mb Internet connection
through AT&T.


The City/County currently has VOIP installed at the Health Department. It consists of a Cisco
7825 Clustered Call Manager solution with a Unity Server for voicemail. The City/County as a
whole anticipates implementing a Cisco 7845 Clustered Call manager solution that will support
approximately 500-950 phones over the next 6-12 months for the enterprise.               The
implementation and knowledge transfer will be performed by a 3rd party vendor under contract
outside of this service agreement.

Client Server Package Support




City of Evansville/Vanderburgh County                                                         68
Department of Information Technology - Request for Services (RFS)
The agreement with out current Service Provider allows for support for the application packages
the City/County uses. However, over time, the level of support has evolved into performing some
initial problem determination and/or facilitating the contact of 3 rd parties who have support
contracts with the City/County. Currently, the City/County help desk provides level 1 support for
applications, including administration for packaged applications.     Contracts with 3 rd party
providers exist on a time and materials basis for support and maintenance. A list of these
applications is provided in Exhibit 13.7, Third-Party and Packaged Application Inventory.


While this has resulted in a satisfactory level of support for users of this software, the City/County
would be interested in understanding at some future time if consolidating the support of these
packages as their contracts expire would be advantageous financially while still maintaining
satisfaction levels. If the Service Provider wishes to propose an alternative to our plan of
providing 1st level help desk support and administration for packaged software, please provide a
proposal with your required response.


GIS Applications
The GIS department is housed within the Evansville Water and Sewer Utility (EWSU) and is
located in the Civic Center at 1 NW Martin Luther King Jr., Blvd, Room 104, Evansville, Indiana.
The department was established in order to implement and support an enterprise wide GIS
system for local government departments who had a need to computerize hard copy maps that
are routinely accessed and requested and to meet state and federal mandates. These maps are
used to support the everyday decisions that affect the residents of the city and county. Some of
these maps are from the early 1900’s with no means to recreate if a disaster occurs.
The GIS Department has implemented a centralized database architecture which allows GIS
desktop applications to be supported on user workstations located on the central Local Area
Network (LAN), each with access to central GIS data sources. Data sources can include GIS file
servers, ArcSDE database servers, Raster Image servers, ArcIMS Intranet and Internet servers,
and related attribute data sources. One central repository serving GIS data allows the GIS
department to implement the necessary security procedures and allows the simplification of the
necessary backup requirements of such vast systems. The current version of ArcGIS is 9.x.
Currently the GIS department manages over 550GB of data. Daily and monthly backups are done
with additional backups being stored offsite for disaster recovery purposes.


In order to educate users, the GIS Department holds a weekly user's group meeting where GIS
software is demonstrated with a question and answer session that follows.
A monthly Technical meeting is also held where departments, local officials, and customers can
get an update on ongoing GIS projects throughout the City/County. A monthly User Group
meeting is held to better educate the GIS Users in the City/County Enterprise. GIS Support
personnel assigned to this project will need to attend these meetings when requested.


Java is the City/County’s primary development framework with .Net being established as a
secondary development framework. MS-SQL Server is our standard database management
system. There are web applications that use MySQL as the backend database. DBA services that
are required to support the new development of applications requiring Oracle or MS-SQL Server
database(s) are included. The web development methodology follows a thin-client approach using
server-side code such as Java Server Pages (JSP) and Active Server Pages (ASP).

8.3.1.3 Baseline Volumes and Projections
The City/County’s current utilization and projected usage of network resources are presented in
this section. These metrics represent the City/County’s most realistic projection of the service



City of Evansville/Vanderburgh County                                                           69
Department of Information Technology - Request for Services (RFS)
volumes for the first year of implementation based on a combination of past trends, known
requirements, such as the network refresh plan, and currently anticipated overall business
direction over the term of the contract.   All networking equipment is currently under Cisco
Smartnet maintenance.

Table 45        Network Resources Baseline Projections

   Device/Component                     2005   Year 1    Year 2     Year 3
   Routers                              43     50        50         50
   Hubs/Switches                        76     80        90         90
   Firewalls                            7      5         5          5
   Wireless Access Points               1      5         10         20
   Distributed Servers                  102    102       105        105
   Server Storage (TB)                  11     11        111        11

8.3.1.4 Work in Progress
The City/County has a number of initiatives in progress that are included in the scope of this
SOW. Milestones associated with these initiatives which are the responsibility of the Service
Provider to complete are defined in Exhibit 13.11, Milestones.


A complete list of in-progress projects is provided in Exhibit 14.4, Annual Work Plan. Key
network services initiatives include:
    Consolidation of domains to CivicNet
    Expansion of IP telephony
    Consolidation of file and print services
    Developing more robust intrusion detection capabilities
    Network security review
    VLAN review and consolidations
    DNS reconfigurations
    E-Pay (front-end and backend APIs)
    Intranet development (Vision Internet)
    Survey Tool (performed by Vision Internet)
    Wireless Networking
    Preparation of CivicNET documentation (based on existing and revised VEN_NET, SAFETY_NET,
      CIVICNET network and server documentation)
    Establish new cluster system for Proval

8.3.1.5 Future Initiatives
Other   initiatives under consideration by the City/County but which are not yet in progress include:
        Online Exemption Database via Website
        Installation of UltiPro HR Self Service Module on Intranet
        DPR Facility Reservation via Website
        DPR League & Class Registration via Website
        DPR Sports Management via Website
        Job Board via Website
        Reverse Auction via Website
        Integration of E-Pay via Website
        E-Procurement (performed by Vision Internet)
        City/County Intranet Development
        Online Chalet Reservation via Website



City of Evansville/Vanderburgh County                                                          70
Department of Information Technology - Request for Services (RFS)
As these initiatives are implemented, it is expected that any requirements they have for ongoing
network services as defined in this SOW will be provided.

8.3.2 Service Requirements
Network services are those services and activities supporting use of the City/County WAN and LAN
infrastructures. This includes provision, management, administration, support and troubleshooting
of all City/County servers, communications circuits and network devices such as routers, switches
and hubs, maintaining a secure network environment, managing the enterprise applications, such
as email, messaging, content management, and virus and intrusion detection, and enabling
internet access. For the purposes of this SOW, the services defined below are to support the data
environment, and the upcoming IP telephony phone system.

8.3.2.1 Operations and Administration
The Service Provider will operate, monitor, and manage the City/County servers, WAN and LANs.
Operations and administration responsibilities of the Service Provider include:
   1. Provisioning to ensure that the network and servers will adequately support the needs of
      the City/County;
   2. Optimizing utilization of enterprise applications resources;
   3. Monitoring of the network and servers and troubleshooting errors as they arise; and
   4. Maintaining hardware and software.

Provisioning
The Service Provider will perform services and activities associated with the provisioning of the
network infrastructure.

Table 46        Provisioning Roles and Responsibilities

   Provisioning Roles and Responsibilities                                               SP     C/C
   1. Develop and document network and server provisioning requirements and             X (P)   X (S)
      policies.
   2. Develop and document procedures for provisioning and administration that          X(P)    X(S)
      meet requirements and adhere to defined policies.
   3. Perform capacity planning to develop network and server resource                  X (P)   X (S)
      requirements projections.
   4. Coordinate ordering and procuring of network circuits from public carriers.                X
   5. Manage the efforts of public carriers (and other third parties) to meet defined    X
      schedules, project plans, etc.
   6. Ensure that all new circuits, devices and software provisioned are included in     X
      configuration management documentation.
   7. Provide estimates for assets and services not included in the scope of this        X
      SOW.

Network Administration Services
The Service Provider will perform services and activities associated with the administration of the
network environment.




City of Evansville/Vanderburgh County                                                                 71
Department of Information Technology - Request for Services (RFS)
The following table identifies the underlying roles and responsibilities associated with network
administration services.

Table 47        Administration Roles and Responsibilities

   Administration Roles and Responsibilities                                            SP     C/C
   1. Develop and document network and server administration requirements and          X (P)   X (S)
      policies.
   2. Develop and document procedures for administration that meet requirements         X
      and adhere to defined policies.
   3. Approve administration procedures.                                                        X
   4. Maintain IP addressing schemes, router and switch configurations, routing         X
      tables, VPN configurations, etc.
   5. Manage user accounts (City/County and affiliated entities) as needed for          X
      accessing and using network and enterprise application resources, including
      logon user-ID and password maintenance.
   6. Ensure that network and server administration activities are coordinated          X
      through defined change control processes.

Monitoring and Problem Resolution Services
The Service Provider will perform services and activities associated with monitoring the network
and resolving identified problems.      The following table identifies the underlying roles and
responsibilities associated with monitoring and problem resolution services.

Table 48        Monitoring and Problem Resolution Roles and Responsibilities

   Monitoring and Problem Resolution Roles and Responsibilities                         SP     C/C
   1. Develop and document requirements and policies for network and server            X (P)   X (S)
      monitoring and problem management.
   2. Develop and document monitoring and problem management procedures,                X
      including escalation thresholds that meet requirements and adhere to
      defined policies.
   3. Approve network and server monitoring and problem management                              X
      procedures.
   4. Provide and implement tools for monitoring network devices, servers, and          X
      traffic.
   5. Implement measures for proactive monitoring and self-healing capabilities to      X
      limit outages to the network.
   6. Monitor network 24 hours per day, 7 days per week.                                X
   7. Identify network problems involving circuits, hardware, software and others       X
      (such as wiring) and resolve in accordance with SLRs. Coordinate activities
      with the help desk. Escalate as required.
   8. Coordinate resolution of circuit problems with third parties, including public    X
      carriers, ISP, and City/County affiliates using the network.
   9. Provide on site staff in City/County facilities as required (e.g., to perform     X
      maintenance and problem resolution activities).




City of Evansville/Vanderburgh County                                                                72
Department of Information Technology - Request for Services (RFS)
   Monitoring and Problem Resolution Roles and Responsibilities                         SP     C/C
   10. Provide technical assistance (e.g., respond to inquiries) as needed to the       X
       help desk, City/County end-users and external entities using the City/County
       network.
   11. Track and report status of network and server activities and problems.           X
   12. Ensure that all network and server monitoring and problem resolution             X
       activities conform to defined change control procedures.

Hardware Maintenance
The Service Provider will perform all services and activities associated with maintaining network
hardware. The following table identifies the underlying roles and responsibilities associated with
hardware maintenance services.

Table 49        Hardware Maintenance Roles and Responsibilities

   Hardware Maintenance Roles and Responsibilities                                      SP     C/C
   1. Develop and document hardware maintenance and repair requirements and            X (P)   X (S)
      policies.
   2. Develop and document hardware maintenance and repair procedures that              X
      meet requirements and adhere to defined policies.
   3. Approve hardware maintenance and repair procedures.                                       X
   4. Identify physical facilities changes needed to support installation of new or     X
      upgraded hardware (e.g., wiring, and cables; raised floor; electrical
      components, cooling upgrade, etc.).
   5. Coordinate/perform facilities changes needed to support installation of          X (P)   X (S)
      new/upgraded hardware.
   6. Install (or coordinate installation of) new or enhanced network hardware          X
      (e.g., routers, etc.) components to meet City/County communications
      requirements.
   7. Perform diagnostics as needed to identify the cause of hardware problems,         X
      and report findings.
   8. Install manufacturer field change orders, firmware upgrades, and other            X
      Service Provider-supplied hardware improvements for Service Provider-
      supported hardware.
   9. Replace defective parts on Service Provider-supported hardware.                   X
   10. Coordinate maintenance activities and repair of third-party Service Provider-    X
       supported hardware.
   11. Monitor hardware warranties to ensure that parts under warranty are              X
       replaced under the terms of the warranty.
   12. Ensure that all hardware maintenance activities conform to configuration         X
       management and change control processes.



8.3.2.2 Technical Support
The Service Provider will perform services and activities associated with network configuration and
performance, and maintenance of system software. The Service Provider’s specific areas of
responsibility include:


City of Evansville/Vanderburgh County                                                                73
Department of Information Technology - Request for Services (RFS)
   1. Managing network and server performance to ensure optimum throughput;
   2. Providing problem management resolution support to help desk staff and to City/County IT
      management and end-users;
   3. Managing the technical configuration and ensuring that all network, server, and enterprise
      application operating components are effectively integrated; and
   4. Maintaining network operating system software and network management utilities.

Performance Management
The Service Provider will perform services and activities associated with managing the
performance of the network environment. One area of dissatisfaction has been a lack of capacity
planning. This activity has been part of the Service Provider responsibilities in the past, and while
DoIT will be assuming some of the responsibility of making decisions regarding server usage, the
work of collecting and reporting on performance trends and data planning will continue to be a
task that will be performed by the Service Provider. The lack of planning has lead to many
underutilized servers and a concern that the City/County is spending more on new equipment,
software, and support than is necessary.


At the commencement of the contract, the City/County is interested in understanding what
opportunities there are for consolidating its server resources in an effort to reduce operating
expenses. The following table identifies the underlying roles and responsibilities associated with
performance management services.

Table 50       Performance Management Roles and Responsibilities

   Performance Management Roles and Responsibilities                                SP     C/C
   1. Develop and document network performance requirements and projections.       X (P)   X (S)
   2. Develop and document performance management procedures that meet              X
      requirements and adhere to defined policies.
   3. Approve performance management procedures.                                            X
   4. Perform tuning to maintain optimum performance across the network.            X
   5. Manage network resources, devices and traffic to meet defined availability    X
      and performance SLRs.
   6. Provide technical advice and support to the application maintenance and       X
      development staffs as required.
   7. Evaluate, identify and recommend configurations or changes to                 X
      configurations that will enhance network performance.
   8. Develop improvement plans as appropriate.                                     X
   9. Authorize improvement plans.                                                          X
   10. Implement improvement plans. Coordinate with third-party carriers and        X
       ―trusted partners‖ as required.
Service Provider Questions: Performance Management

   1. Discuss as part of your response what approach you would take to balance performance
      needs with capacity issues.
   2. Please provide a project plan for analyzing the City/County’s use of servers and its
      opportunity for consolidation.
   3. Discuss your approach to integrating networks and enterprise applications in an
      environment similar to the City/County’s.


City of Evansville/Vanderburgh County                                                            74
Department of Information Technology - Request for Services (RFS)
Configuration Management
The Service Provider will perform services and activities associated with tracking and managing
the configuration of individual system components and identification of the relationships and
dependencies among them. The following table identifies the underlying roles and responsibilities
associated with configuration management services.

Table 51        Configuration Management Roles and Responsibilities

   Configuration Management Roles and Responsibilities                                  SP      C/C
   1. Develop and document network configuration and server management                 X (P)    X (S)
      requirements and policies.
   2. Develop configuration management procedures that meet requirements and            X
      adhere to defined policies.
   3. Approve configuration management procedures.                                               X
   4. Provide a configuration management tool subject to approval by the                X
      City/County.
   5. Document and maintain network, server, and enterprise application                 X
      specifications, configurations, topology and diagrams.
   6. Document and maintain inventory of all software used in managing the              X
      network environment.
   7. Document and maintain configuration inventory of all hardware used in the         X
      network environment.
   8. Document and maintain inventory of all network circuits and point-to-point        X
      connections in the network environment.
   9. Provide information about the configuration, functionality, and other aspects     X
      of the network upon request.
   10. Ensure that disaster recovery documentation correctly reflects the network       X
       environment.

Enterprise Systems Administration
The Service Provider will perform services and activities associated with the support of existing
and future enterprise computing systems, such as email, calendaring, content management, and
mail messaging delivery components. (i.e., Outlook). The following table identifies the underlying
roles and responsibilities associated with enterprise systems administration services.

Table 52        Enterprise Computing Services Roles and Responsibilities

  Enterprise Application Computing Services Roles and Responsibilities                 SP      C/C
  1. Develop and document enterprise application computing systems                    X (P)    X (S)
     requirements and policies.
  2. Develop procedures for performing enterprise application systems                  X
     administration that meet requirements and adhere to defined policies.
  3. Approve enterprise application systems administration procedures.                          X
  4. Set up and manage user accounts, perform access control, manage files and         X
     disk space.




City of Evansville/Vanderburgh County                                                                  75
Department of Information Technology - Request for Services (RFS)
  Enterprise Application Computing Services Roles and Responsibilities                SP      C/C
  5. Provide technical assistance and subject matter expertise as required by the      X
     City/County staff and third-party Service Providers for enterprise application
     computing products and solutions.
  6. Perform system or component configuration changes necessary to support            X
     enterprise computing services.
  7. Install/apply preventative maintenance releases and fixes, service packs, and     X
     other program services provided by third-party software Service Providers to
     ensure proper operation of installed software.
  8. Upgrade software to new versions/releases as needed to provide                    X
     improved/enhanced functionality.
  9. Perform diagnostics as needed to identify the cause of software problems          X
     and report findings.
  10. Ensure that all software maintenance activities conform to configuration         X
      management and change control processes.
  11. Process monthly logs and issue reports on web activity, including hits per       X
      page.
  12. Create, manage, and maintain web structure and domains.                         X(P)    X(S)
  13. Manage the administration of the web search engine.                              X

Network Engineering, Testing, and Integration
The Service Provider will perform services and activities associated with building and maintaining
the technical infrastructure, and the testing, integration, and migration activities, which ensure
that all network components work together effectively. The following table identifies the
underlying roles and responsibilities associated with network engineering, testing, and integration
services.

Table 53        Engineering, Testing, and Integration Roles and Responsibilities

   Engineering, Testing, and Integration Roles and Responsibilities                    SP      C/C
   1. Develop and document engineering, testing, and integration requirements         X (P)   X (S)
      and policies.
   2. Develop engineering, testing, and integration procedures that meet                X
      requirements and adhere to defined policies.
   3. Approve engineering, testing, and integration procedures.                                 X
   4. Prepare network engineering plans and schedules to support new and                X
      enhanced applications, architectures, and standards.
   5. Review and approve engineering plans and schedules.                                       X
   6. Define and document unit and systems acceptance criteria.                         X
   7. Conduct testing for all new and upgraded equipment, software or services to       X
      include unit, system, integration, and regression testing.
   8. Define and document user acceptance criteria.                                             X
   9. Perform and approve user acceptance testing for new and upgraded                          X
      equipment and software.




City of Evansville/Vanderburgh County                                                                76
Department of Information Technology - Request for Services (RFS)
   Engineering, Testing, and Integration Roles and Responsibilities                    SP     C/C
   10. Assess and communicate the overall impact and potential risk to existing        X
       operations prior to implementing changes.
   11. Coordinate implementation and migration support activities with the help        X
       desk, City/County, and affiliated entities.
   12. Coordinate the scheduling of all changes to the network environment through     X
       defined change control processes.
   13. Conduct pre-installation site surveys, as applicable. Coordinate with           X
       City/County and affiliated entities, and public carriers, as required.
   14. Stage new and upgraded equipment and software to smoothly transition into       X
       production environment.
   15. Perform project management, including the creation of project plans and         X
       management documentation.
   16. Install new hardware and software components into production (e.g., routers,    X
       firewalls, RAS servers, etc.).
   17. Test new hardware and software to ensure proper installation and                X
       conformance with service level requirements.
   18. Perform data migration from existing systems to new systems.                    X
   19. Assist as needed during migration activities.                                           X
   20. Provide technical assistance to City/County during transitions as needed.       X
   21. Update configuration management documentation and asset inventory to            X
       reflect hardware, software and network circuit changes.
   22. Provide training to City/County personnel as appropriate (e.g., new network     X
       access methods, etc.).

Network Software and Utilities Maintenance
The Service Provider will perform services and activities associated with the maintenance and
repair of network operating system software and network management utilities. The following
table identifies the underlying roles and responsibilities associated with system software and
utilities maintenance services.

Table 54        Network Software Maintenance Roles and Responsibilities

   Network Software Maintenance Roles and Responsibilities                             SP     C/C
   1. Develop and document network system software and utilities maintenance          X (P)   X (S)
      requirements and policies.
   2. Develop and document software maintenance procedures that meet                   X
      requirements and adhere to defined policies.
   3. Approve network system software and utilities maintenance procedures.                    X
   4. Install/apply preventative maintenance releases and fixes, service packs, and    X
      other program services provided by third-party software Service Providers to
      ensure proper operation of installed software.
   5. Upgrade software to new versions/releases as needed to provide                   X
      improved/enhanced functionality.
   6. Perform diagnostics as needed to identify the cause of software problems         X
      and report findings.



City of Evansville/Vanderburgh County                                                               77
Department of Information Technology - Request for Services (RFS)
   Network Software Maintenance Roles and Responsibilities                                 SP    C/C
   7. Ensure that all software maintenance activities conform to configuration             X
      management and change control processes.
   8. Maintain web server operating system, including system updates and security          X
      patches.

Database Administration
The Service Provider will perform services and activities associated with the administration,
maintenance, creation and support of existing and future databases. This includes, but is not
limited to, such activities required for the responsibility of managing data, database performance,
indexes, organization, space allocation, and data recovery and integrity at a physical level. The
following table identifies the underlying roles and responsibilities associated with database
administration services.
Table 55       Database Administration Roles and Responsibilities

   Database Administration Roles and Responsibilities                               SP          C/C
  1. Define and document authorization requirements for users, roles,               X(S)        X(P)
     schemas, etc. and approve change requests.
  2. Define and document database data definition requirements for                   X
     applications (tables, triggers, attributes, etc.).
  3. Define and document database creation, update and refresh                       X
     requirements.
  4. Approve all documented requirements.                                                        X
  5. Create and update databases, incorporating defined authorization                X
     requirements.
  6. Define and execute database performance and tuning scripts to keep              X
     databases running at optimal performance.
  7. Open, track, and manage to resolution all database problems with the            X
     appropriate database support organization.
  8. Provide technical assistance and subject matter (e.g., data dictionary          X
     and data mapping) expertise to the City/County applications developers
     and third-party support personnel.
  9. Define and document database backup schedules, retention periods,               X
     levels (i.e. full, incremental, or differential).
  10. Maintain all appropriate database configuration files and provide              X
      information as required to the help desk. Provide second-level help
      desk support for database access problems.
  11. Maintain documentation for all database instance parameters and                X
      system settings.

8.3.3 Service Management

8.3.3.1 Objectives
A key objective of the City/County’s decision to outsource IT services is to maintain effective
service levels. The necessary SLRs are detailed in the following sections.




City of Evansville/Vanderburgh County                                                                  78
Department of Information Technology - Request for Services (RFS)
8.3.3.2 SLR Details
The Service Provider must consistently meet or exceed the following SLRs:

Table 56        Deployment SLR - New Server

                                    Deployment SLR - New Server
                      (from time hardware and software arrive at installation site)
                                  Service Measure              Performance Target               SLR
   New Server                  Target Time from time          5 business days                   95%
                               received on site

   Formula                     Request types completed <= SLA target/total request types completed within
                               measurement interval = Service Level Attained
   Measurement Interval        Monthly measure, monthly report
   Measurement Tool            Service Provider may use existing monitoring, auditing, and reporting tools.

Table 57        General Network Availability SLR

                                       General Network Availability SLR
   Definition                   Network availability is defined as the time during which the network is fully
                                functioning as specified, connectivity between the user and the application
                                system(s) and server(s) is established, and normal business operations can
                                be carried out with no data loss, downtime, or performance degradation.
   Pre-scheduled                All pre-scheduled system downtime, unless otherwise agreed upon in
   downtime requirements        advance by City/County will occur. All system downtime will be agreed upon
                                by the City/County.


                Service Type                      Service Measure           Performance Target         SLR
   Production Operating Systems,
                                               Availability                Sun-Sat, 0000-2400         99.87%
   Middleware and DBMS
   Production Critical Applications            Availability                Sun-Sat, 0000-2400         99.95%
   QA/Test Subsystems                          Availability                Sun-Sat, 0000-2400         99.95%
   Development Subsystems                      Availability                Sun-Sat, 0000-2400         99.77%

   Formula                                     Availability (%) = 100% - Unavailability (%)
                                               Where Unavailability is defined as:
                                               ( Outage Duration x 100%)  (Schedule Time – Planned
                                               Outage)
   Measure Interval                            Monitor continuously, measure daily, report monthly
   Measurement Tool                            Service Provider can use existing monitoring, reporting, and
                                               auditing tools.

Table 58        Network and Server Applications Response Time SLR

                                 Network Applications Response Time SLR
  Definition                   Online response time for critical online applications.




City of Evansville/Vanderburgh County                                                                         79
Department of Information Technology - Request for Services (RFS)
    Application Platform         Service Measure           Performance Target                   SLR
   Production Systems         Online response time       99.95% of transactions
                                                         complete < 3.0 sec                     100%


   Development and Test       Online response time       96% of transactions < 3
                                                                                                100%
   Systems                                               seconds

   Formula                    Performance = Transactions completed within required time/total transactions
   Measure Interval           Measure daily at 30 minute intervals, report monthly
   Measurement Tool           Service Provider can use existing monitoring, reporting, and auditing tools.

Table 59        Network Administration Services SLR

                                    Network Administration Services SLR
   Definition                 Routers, VPN, firewall, and other network components to be managed
                              proactively using either product-specific or proprietary network monitoring and
                              management tools.
                              Measurement for this network component is 24x7x365 requirement.


   Administration Task                Service Measure                 Performance Target               SLR
   Administer network         Overall Schedule                     Sun–Sat, 0000–2400                 98.0%
   device password change
   control procedures—for
   new carrier technical
   staff, new IT staff; and
   deleting passwords for
   personnel leaving both
   organizations.

   Formula                    Transactions completed within required time/total transactions.
   Measure Interval           Monitor continuously, measure daily, report monthly
   Measurement Tool           Service Provider can use existing monitoring, reporting, and auditing tools.

8.3.3.3 Service Specific Milestones
Milestones specific to the deployment of network services are listed in the following table:

Table 60        Service Specific Milestones

                      Description                                             Milestone




City of Evansville/Vanderburgh County                                                                        80
Department of Information Technology - Request for Services (RFS)
                       Description                                          Milestone

   Finalize and or finish existing plan to consolidate   Within 3 months of contract implementation.
   the number and types of servers, networks and
   email systems.
   Develop and document network configuration            As part of Standards and Procedure milestone
   management requirements and policies, change
   request mechanisms, procedures, and
   configuration management tools.

8.3.3.4 Reports
Required reports relevant to the provision of network services are defined in the following table:

Table 61        Network Services Reports

                       Description                                            Timing
   Network Availability by Server or Device              Monthly
   Response Time by Application                          Monthly
   Outage Report Details                                 Monthly
   Capacity Planning and Trends Analysis                 Monthly




City of Evansville/Vanderburgh County                                                                   81
Department of Information Technology - Request for Services (RFS)
9 Service Area 2 – Mainframe and Water Department
    Systems

9.1 Mainframe – VAX

9.1.1 Service Environment
This statement of work defines the service environment, service descriptions with roles and
responsibilities, and service level requirements (SLRs) for the provision of mainframe data center
services to the City/County.


According to this SOW, the Service Provider will be responsible for operating a mainframe
providing computing services that support the business operations of the City/County.


This SOW describes the current on site environment. The City/County requires an on site
response at a minimum; however, the Service Provider is encouraged to recommend alternatives
beyond the on site solution, if desired. The City/County is open to considering off site or shared
locations anywhere from the Civic Center to other locations within the continental United States.
The advantages and disadvantages of an alternative solution, including pricing differences, should
be clearly explained in the alternative proposal.

9.1.2 Goals
A summary of the mainframe services goals follows:
   1. Replace legacy applications and reduce reliance on VAX.
   2. Consider off site solutions to reduce cost.
   3. Develop robust disaster recovery plan and regular testing.
   4. Maintain AS400 platform as the state of Indiana requires.

9.1.3 General Description of Service Environment
The City/County has a single data center, occupying approximately 400 square feet of raised
flooring on the 2nd floor of the Civic Center Complex at 1 NW MLK Jr. Blvd., Room 205b,
Evansville, Indiana.
Housed in the data center are VAX servers (model numbers VAX 6630, VAXSta 4060, AXP 1200
and AXP 4100) running OpenVMS versions 6.2 and 7.1. These servers house legacy applications
as outlined below. Additionally, the data center houses an AS400 which supports Indiana state
mandated and supplied software applications. Very little maintenance and support is required for
the AS400, which is primarily managed by the state of Indiana.
The security system for mainframe processing that controls access to system and data files is Top
Secret.

Legacy Custom Applications
The City/County currently maintains legacy custom applications in COBOL programs in a VAX/VMS
environment. Systems remaining on the VAX include: tax billing and collection, exemption file
and print system, check deception, judicial jury management, tax warrants, marriage license,
uniform time keeping, FASBE, KRONOS time file, and PDS. In some cases data from legacy
systems was not migrated when alternative software solutions were implemented and the VAX



City of Evansville/Vanderburgh County                                                       82
Department of Information Technology - Request for Services (RFS)
houses the old data files. The largest of these in terms of time commitment to support and
number of programs is the tax billing and collection system. Others, as the judicial jury
management system which is simply an extract from the voter registration file, could easily be
migrated to another platform.


Some legacy applications are slated for migration from VAX/VMS to a new platform within the
next year including: building permits and licenses, area plan permits, code enforcement, voter’s
registration and absentee voting. The historical data for these systems must be moved off of the
VAX environment and placed in the target application, or a separate relational database file to
allow access to the users without having to maintain COBOL programs. Those legacy historical
databases must also be moved to a relational database file.


The intent for the City/County is to make no more modifications to these legacy systems, but
instead invest in the replacement of these legacy applications from the VAX/VMS to newer,
supported platform.


A list of these applications and their sizes can be found in Exhibit 13.10, Supported
Applications.


These legacy applications are written in COBOL require ongoing maintenance. Efforts are
underway to document these programs. The City/County will consider options designed to reduce
legacy mainframe maintenance and support over time in a shared savings model. This could
include providing replacement systems for the mainframe that offer a per-user or per-seat pricing
model. The Service Provider may suggest additional options and include it in addition to the fixed
price proposal for Mainframe - VAX services.

Legacy Package Support and Maintenance
The agreement with our current Service Provider allows for support for the application packages
the City/County uses. However, over time, the level of support has evolved into performing some
initial problem determination and/or facilitating the contact of 3 rd parties who have support
contracts with the City/County. FASBE, a financial package, is an example of this kind of support.
A complete list of these contracts can be found in Exhibit 14.7 Third Party and Packaged
Application Inventory. While this has resulted in a satisfactory level of support for users of this
software, the City/County would be interested in understanding at some future time if
consolidating the support of these packages as their contracts expire would be advantageous
financially while still maintaining satisfaction levels. If the Service Provider wishes to propose an
alternative to our plan of providing 1st level help desk support for packaged software, please
provide a proposal with your required response.

Legacy Hardware Maintenance
The City/County maintains a substantial hardware maintenance agreement to support the
hardware platform for the VAX/VMS applications.

9.1.4 Baseline Volumes and Projections
The City/County’s current utilization and projected usage of mainframe services is at present
difficult to identify due to lack of capacity planning. The metrics represented for VAX unit of
performance, million of instructions per second, and transactions per second are those published
by Digital for the capabilities of the hardware identified, not figures generated through capacity
management or planning tools.




City of Evansville/Vanderburgh County                                                          83
Department of Information Technology - Request for Services (RFS)
The AS400 configuration is that provided to all Indiana counties from the state of Indiana for
processing state-required applications, primarily check writing.

Table 62 Mainframe Volumes and Projections VAX/VMS

  Component                   2005                 Year 1           Year 2        Year 3
                              Approximately                         NA            NA
 Users                        2000 User            NA
                              Accounts
 VAX/VMS unit of              79 (VAX 6630)        NA               NA            NA
 performance (VUP)            12 (VAXSta4060)
                              290 (AXP1200)        NA               NA            NA
 VAX/VMS (MIPS)
                              350 (AXP4100)

 VAX/VMS DASD
                              162.8 GB (Total of   NA               NA            NA
                              all VAX servers)
                              420 (VAX 6630)       NA               NA            NA
 VAX/VMS Transactions         95 (VAXSta4060)
 per second                   980 (AXP1200)
                              1350 (AXP4100)
 VAX/VMS Applications         10                   NA               NA            NA
 VAX/VMS Servers              4                    NA               NA            NA
                              Approximately 11
 Server Storage (TB)
                              TB

9.1.5 Work in Progress
The City/County currently has a number of initiatives in progress that are included in the scope of
this SOW, and are the responsibility of the Service Provider to complete within the time frames
specified by the City/County. A list of these projects is provided in Exhibit 13.4, Annual Work
Plan
     Crystal Reports Writing for Court Staff
     KRONOS access enhancement for the County Clerk
     Laser Check-printing Solution for FASBE Mainframe Application

9.1.6 Future Initiatives
Other   initiatives under consideration but which are not in progress include:
        FASBE Upgrade from VAX to Client/Server
        Consolidation of select OpenVMS solutions onto Itanium platform
        Upgrade KRONOS package

As these initiatives are implemented, it is expected that any requirements they have for ongoing
mainframe services as defined in this SOW will be provided.

9.1.7 Service Requirements
Mainframe services are defined as the provision of centralized computing services supporting the
City/County. There are several requirements for mainframe support:
   1. The Service Provider will be required to identify alternate software tools to support the
      applications and provide migration plans to move the remaining legacy applications before



City of Evansville/Vanderburgh County                                                        84
Department of Information Technology - Request for Services (RFS)
       it becomes impossible to find the technical skills to maintain the COBOL programs and to
       efficiently extract the historical data from the COBOL programs.
   2. The Service Provider will be required to identify alternative hardware that could house the
      VAX/VMS applications to potentially eliminate the support of antiquated equipment.
   3. The Service Provider will be required to identify alternatives for managing these production
      print jobs.
   4. The Service Provider will be required to develop backup and rotation schedules consistent
      with City/County policies.
   5. The Service Provider will be required to manage and administer state/federal computer
      resources assigned to the City/County.


These service requirements are set for an on site data center. They will be modified for an off site
data center.

9.1.7.1 Operations and Administration
The Service Provider will perform services and activities associated with managing and
administering all City/County business processes and systems residing in the mainframe.
Operations and administration responsibilities of the Service Provider include:
   1. Operating and monitoring VAX/VMS and AS400 computer systems and workload to meet
      the processing requirements of the City/County;
   2. Maintenance and operation of legacy VAX/VMS applications;
   3. Service and support of the state AS400;
   4. Managing production job schedules and backup tape resources;
   5. Ensuring that computer output is correctly produced and delivered;
   6. Managing data and storage resources;
   7. Maintaining hardware.

9.1.7.2 Computer Operations
The Service Provider will perform services and activities associated with operating and monitoring
computer systems and workload to meet the processing requirements of the City/County, and
resolving of problems affecting computer operations.

Table 63       Computer Operations Roles and Responsibilities

  Computer Operations Roles and Responsibilities                                  SP     C/C
  1. Develop and document computer operations requirements and policies,         X (P)   X (S)
     including schedules for the operation of City/County business and support
     systems.
  2. Develop computer operations procedures that meet requirements and            X
     adhere to defined policies.
  3. Approve computer operations procedures.                                              X
  4. Maintenance and operation of legacy VAX/VMS applications.                    X
  5. Develop and implement measures for proactive monitoring and self-healing     X
     capabilities to limit outages that affect computer operations.
  6. Monitor systems as scheduled and respond accordingly to system               X
     messages.




City of Evansville/Vanderburgh County                                                            85
Department of Information Technology - Request for Services (RFS)
  Computer Operations Roles and Responsibilities                                   SP   C/C
  7. Identify, resolve, and report problems affecting computer operations,         X
     including hardware failure, system software, network, support systems, and
     others (such as data center facilities).
  8. Identify, resolve, and report application problems.                           X
  9. Resolve or assist in resolving problems according to SLRs. Escalate as        X
     required.
  10. Coordinate problem resolution activities with the help desk.                 X
  11. Provide technical assistance as needed by the help desk and by City/County   X
      end-users.
  12. Support applications test-to-production migration activities.                X
  13. Ensure that mainframe problem resolution activities conform to defined       X
      change control procedures.

9.1.7.3 Batch Processing Management
The City/County currently requires a number of production batch jobs, primarily print jobs, which
run on a daily, weekly, bi-weekly, monthly, quarterly, and annual basis. As more of the VAX
based applications are migrated to a more appropriate platform, the need for this kind of
centralized support will be diminished. Also included in production jobs is the management and
administration of external state/federal resources such as the ISETS on an AS400. The AS/400 is
housed in the City/County’s data center for check printing only.


The backup and restore processes are currently distributed, but are in the process of being
consolidated for the City/County legacy applications, specialized servers, and enterprise
applications.


The Service Provider will perform services and activities associated with the execution and
management of batch processes. An average of 31 daily batch jobs, 12 weekly batch jobs, 52
monthly batch jobs, 6 quarterly batch jobs, and annual processing of tax bills are processed on
the VAX/VMS and the data center, exclusive of backup and restore. All told these batch jobs
number approximately 300 per month, exclusive of backup and restore.
       FASBE, the City of Evansville/Vanderburgh County finance application, requires fifty-eight
        (58) scheduled jobs to provide accurate purchase orders, accounts payable, general
        ledger, and invoicing information in addition to reports generated for the State Board of
        Accounts.
       Weekly KRONOS jobs are run to transfer Vanderburgh County timekeeping information into
        UltiPro’s County database. These six (6) weekly jobs provide direct input for County
        payroll.
       Twenty-one (21) SQL jobs are run daily to maintain the multiple personnel and payroll
        databases within the UltiPro application. These jobs perform several tasks including
        database, purging, and table maintenance.
       Child Support payments are sent daily from area banks. These payments are locally
        processed and sent to ISETS. Upon completion of ISETS processing, Child Support
        payments are generated and check printed.
       CourtView jobs entail database maintenance and reporting tasks. Monthly integrity checks
        and database optimization tasks are completed for database maintenance. Superior and
        Circuit Court data is provided to the Indiana Supreme Court in six (6) quarterly reports.




City of Evansville/Vanderburgh County                                                         86
Department of Information Technology - Request for Services (RFS)
       Garnishment checks are printed daily. Information for the generation of these checks is
        processed from the CourtView application.
       Weekly tax database information is processed and fully transferred from tax files into the
        Vanderburgh County Treasurer’s property tax database on the web server.
       Updates to property tax information is compiled, processed, and transferred daily from tax
        files into the Vanderburgh County Treasurer’s property tax database on the web server.
       Information transfer is fully automated via scheduled scripts running within the OpenVMS
        platform that transfer data to an FTP server which provides a secure location for access
        from the Internet DMZ. From the Web Server, scheduled SQL queries and scripts pull data
        from the FTP server and generate updates to the tax database available via the Internet.
       Annual processing of property tax bills based on information compiled, processed, and
        transferred throughout the tax year from tax files into the Vanderburgh County Auditor’s
        tax billing system. This annual effort is significant and requires a COBOL programmer
        dedicated between 50-75% of the time from mid-February to early May.


The following table identifies the underlying roles and responsibilities associated with batch
processing management services.

Table 64        Batch Processing Management Roles and Responsibilities

  Batch Processing Management Roles and Responsibilities                         SP     C/C
  1. Develop and document batch processing requirements and policies,           X (P)   X (S)
     including production job scheduling, interdependencies and rerun
     requirements and City/County contacts for all production jobs.
  2. Develop and document batch processing management procedures that meet       X
     requirements and adhere to defined policies.
  3. Approve batch processing management procedures.                                     X
  4. Prepare job run parameters that meet scheduling requirements.               X
  5. Optimize use of batch production resources, including executing mass JCL    X
     changes and enforcing JCL standards as are defined in the Procedures
     Manual.
  6. Define test and demand batch scheduling requirements.                               X
  7. Prepare test and demand batch jobs for execution.                           X
  8. Execute production batch jobs on appropriate servers as defined by          X
     City/County schedules.
  9. Execute test and demand batch jobs on appropriate servers.                  X
  10. Resolve failed jobs and submit for rerun as required.                      X
  11. Validate job results per City/County instructions.                         X
  12. Notify the City/County of job execution status and completion results.     X

9.1.7.4 Output Management
The Service Provider will perform services and activities associated with providing and managing
output resources. Currently the printers used for mainframe required batch output processes
include two shuttle/band printers model 800LPM LN08 and 900LPM LN09. The following table
identifies the underlying roles and responsibilities associated with output management services.




City of Evansville/Vanderburgh County                                                           87
Department of Information Technology - Request for Services (RFS)
Table 65        Output Management Roles and Responsibilities

  Output Management Roles and Responsibilities                                    SP     C/C
  1. Develop and document output management requirements and policies,           X (P)   X (S)
     including delivery locations and schedule requirements.
  2. Develop and document procedures for output management that meet              X
     requirements and conform to defined policies.
  3. Approve output management procedures.                                                X
  4. Separate and organize printed output materials accordingly.                  X
  5. Ensure that printed output is delivered to City/County specified delivery    X
     locations according to schedule.
  6. Package and coordinate designated output for pickup by USPS or private       X
     delivery services (e.g., FedEx, UPS, etc.).
  7. Ensure that output devices are functioning, including performing or          X
     coordinating routine maintenance.
  8. Manage consumables, such as paper, print ribbons, ink, tapes, etc.           X
     Coordinate acquisition of additional materials as needed.

9.1.7.5 Storage and Data Management
The Service Provider will perform services and activities associated with providing and managing
data storage resources. The following table identifies the underlying roles and responsibilities
associated with data storage management services.

Table 66        Storage and Data Management Roles and Responsibilities

  Storage and Data Management Roles and Responsibilities                          SP     C/C
  1. Develop and document storage and data management requirements and           X (P)   X (S)
     policies.
  2. Develop and document procedures for performing storage management that       X
     meet requirements and conform to defined policies.
  3. Approve storage management procedures.                                               X
  4. Monitor and control storage performance according to data management         X
     policies.
  5. Maintain storage resource efficiency and space requirements.                 X
  6. Maintain data set placement and manage catalogs.                             X
  7. Perform data backups and restores per established procedures and service     X
     level requirements.
  8. Manage file transfers and other data movement activities.                    X

9.1.7.6 Hardware Maintenance
The Service Provider will perform services and activities associated with maintaining hardware
supporting mainframe systems, including the proactive maintenance of hardware according to the
manufacturer’s specified maintenance schedules, and problem determination and repair when
necessary. The following table identifies the underlying roles and responsibilities associated with
hardware maintenance services.




City of Evansville/Vanderburgh County                                                            88
Department of Information Technology - Request for Services (RFS)
Table 67        Hardware Installation and Maintenance Roles and Responsibilities

  Hardware Maintenance Roles and Responsibilities                                      SP     C/C
  1. Develop and document hardware maintenance and repair requirements and            X (P)   X (S)
     policies.
  2. Develop and document hardware maintenance and repair procedures that              X
     meet requirements and adhere to defined policies.
  3. Approve hardware maintenance and repair procedures.                                       X
  4. Identify physical facilities changes needed to support installation of new or     X
     upgraded hardware (e.g., wiring, and cables; raised floor; electrical
     components, cooling upgrade, etc.).
  5. Coordinate/perform facilities changes needed to support installation of          X (S)   X (P)
     new/upgraded hardware.
  6. Install (or coordinate installation of) new or enhanced system hardware (e.g.,    X
     storage devices, etc.), components or peripherals to meet City/County
     processing requirements.
  7. Perform diagnostics as needed to identify the cause of hardware problems          X
     and report findings.
  8. Install manufacturer field change orders, firmware upgrades, and other            X
     Service Provider-supplied hardware improvements.
  9. Replace defective parts and systems.                                              X
  10. Coordinate maintenance activities and repair of third-party Service Provider-    X
      supported hardware.
  11. Manage warranties for City/County owned/leased hardware to ensure that           X
      parts under warranty are replaced under the terms of the warranty.
  12. Ensure that all hardware maintenance activities conform to configuration         X
      management and change control processes.

9.1.7.7 Technical Support
The Service Provider will perform services and activities associated with the configuration,
performance and maintenance of system software, middleware, utilities and databases. Technical
support responsibilities of the Service Provider include:
   1. Managing system performance to provide optimum performance;
   2. Managing the technical configuration and ensuring that all operating components are
      effectively integrated; and
   3. Maintaining operating system software and utilities.
   4. Managing data base management systems


Performance Management
The Service Provider will perform services and activities associated with managing the
performance of mainframe systems to provide optimum processing capabilities. The following
table identifies the underlying roles and responsibilities associated with performance management
and problem resolution services.




City of Evansville/Vanderburgh County                                                                 89
Department of Information Technology - Request for Services (RFS)
Table 68       Performance Management Roles and Responsibilities

  Performance Management Roles and Responsibilities                                SP     C/C
  1. Develop and document data center systems performance management              X (P)   X (S)
     requirements and policies.
  2. Develop and document procedures that meet requirements and adhere to          X
     defined policies.
  3. Approve performance management procedures.                                            X
  4. Perform and report capacity planning to develop resource requirements        X (P)   X (S)
     projections.
  5. Manage computing resources to ensure the availability of adequate capacity    X
     at all times to meet City/County processing requirements.
  6. Perform tuning to maintain optimum performance of mainframe systems.          X
  7. Provide technical advice and support to the application maintenance and       X
     development staffs as required.
  8. Provide technical assistance for the help desk, City/County end-users and     X
     external entities using City/County IT resources as needed.
  9. Evaluate, identify and recommend configurations or changes to                 X
     configurations that will enhance system performance.
  10. Authorize improvement plans.                                                         X
  11. Implement improvement plans.                                                 X
  12. Ensure that performance management activities conform to the requirements    X
      of configuration management and change control processes.
Service Provider Question: Capacity Planning

If your solution includes an off site hosting option, also describe the capacity planning process in
a shared CPU environment.


Configuration Management
The Service Provider will perform the services and activities associated with tracking and
managing the configuration of individual system components and identification of the
relationships and dependencies among them. The following table identifies the underlying roles
and responsibilities associated with configuration management services.

Table 69       Configuration Management Roles and Responsibilities

  Configuration Management Roles and Responsibilities                              SP     C/C
  1. Develop and document configuration management requirements and               X (P)   X (S)
     policies.
  2. Develop and document configuration management procedures that meet            X
     requirements and adhere to defined policies.
  3. Approve configuration management procedures.                                          X
  4. Provide a configuration management tool subject to approval by the            X
     City/County.
  5. Document and maintain mainframe system software hardware specifications       X
     and systems interfaces configurations.




City of Evansville/Vanderburgh County                                                             90
Department of Information Technology - Request for Services (RFS)
  Configuration Management Roles and Responsibilities                                  SP     C/C
  6. Provide information about the configuration, functionality, and other aspects     X
     of mainframe systems software and hardware upon request.
  7. Track all software versions in use in each data center environment (e.g.,         X
     development, test, production). Document issues and considerations
     associated with each version and environment.
  8. Ensure that disaster recovery documentation correctly reflects the distributed    X
     computing environment.
  9. Ensure that configuration management activities conform to the requirements       X
     of change control processes.

Systems Engineering, Testing, and Integration
The Service Provider will perform services and activities associated with building and maintaining
the technical infrastructure, and the testing, integration and migration that ensure that all
mainframe infrastructure components (hardware, system software, etc.) work together effectively.
The following table identifies the underlying roles and responsibilities associated with systems
engineering, testing, and integration services.

Table 70        Systems Engineering, Testing, and Integration Roles and Responsibilities

  Engineering, Testing and Integration Roles and Responsibilities                      SP     C/C
  1. Develop and document engineering, testing and integration requirements and       X (P)   X (S)
     policies.
  2. Develop engineering, testing and integration procedures that meet                 X
     requirements and adhere to defined policies.
  3. Approve engineering, testing and integration procedures.                                  X
  4. Prepare system engineering plans, procedures and schedules to support             X
     new and enhanced applications and architectures.
  5. Review and approve engineering plans and schedules.                                       X
  6. Develop and document unit and systems acceptance criteria.                        X
  7. Conduct testing for all new and upgraded equipment, software or services to       X
     include unit, system, integration and regression testing.
  8. Define and document user acceptance criteria.                                    X (S)   X (P)
  9. Perform and approve user acceptance testing for new and upgraded                          X
     equipment and software.
  10. Assess and communicate the overall impact and potential risk to existing         X
      operations prior to implementing changes.
  11. Coordinate implementation and migration support activities with the help         X
      desk and the City/County.
  12. Coordinate the scheduling of all changes to the mainframe environment            X
      through defined change control processes.
  13. Conduct pre-installation site surveys as applicable.                             X
  14. Stage new and upgraded equipment and software to smoothly transition into        X
      production environment.
  15. Perform project management (including the creation of project plans and          X



City of Evansville/Vanderburgh County                                                                 91
Department of Information Technology - Request for Services (RFS)
  Engineering, Testing and Integration Roles and Responsibilities                    SP     C/C
     management documentation), as appropriate.
  16. Install new hardware and software components into production.                  X
  17. Test new releases of hardware and software to ensure proper installation       X
      and conformance with service level requirements.
  18. Perform data migration from existing systems to new systems.                   X
  19. Assist as needed during migration activities.                                          X
  20. Provide technical assistance to City/County during transitions as needed.      X
  21. Update configuration management documentation and asset inventory to           X
      reflect hardware and software changes.
  22. Provide training to City/County personnel as appropriate on new/upgraded       X
      hardware and software.

System Software and Utilities Maintenance
The Service Provider will perform the services and activities associated with the maintenance and
repair of operating system software and system utilities. The following table identifies the
underlying roles and responsibilities associated with system software and utilities maintenance
services.

Table 71        System Software Maintenance Roles and Responsibilities

  System Software Maintenance Roles and Responsibilities                             SP     C/C
  1. Develop and document system software maintenance requirements and              X (P)   X (S)
     policies.
  2. Develop and document software maintenance procedures that meet                  X
     requirements and adhere to defined policies.
  3. Approve software maintenance procedures.                                                X
  4. Install/apply preventative maintenance releases and fixes, service-packs and    X
     other program services provided by third-party software Service Providers to
     ensure proper operation of installed software.
  5. Upgrade software to new versions/releases as needed to provide                  X
     improved/enhanced functionality or to maintain currency with supported
     releases.
  6. Perform diagnostics as needed to identify the cause of software problems        X
     and report findings.
  7. Ensure that software maintenance activities conform to configuration            X
     management and change control processes.

Database Administration
The Service Provider will perform services and activities associated with the administration,
maintenance, creation and support of existing VAX/VMS databases. This includes, but is not
limited to, such activities required for the responsibility of managing data, database performance,
indexes, organization, space allocation, and data recovery and integrity at a physical level. The
following table identifies the underlying roles and responsibilities associated with database
administration services.




City of Evansville/Vanderburgh County                                                               92
Department of Information Technology - Request for Services (RFS)
Table 72           Database Administration Roles and Responsibilities

     Database Administration Roles and Responsibilities                            SP     C/C
     1. Define and document authorization requirements for users, roles,           X(S)   X(P)
        schemas, etc. and approve change requests.
     2.   Define and document database data definition requirements for             X
          applications (tables, triggers, attributes, etc.).
     3.   Define and document database creation, update and refresh                 X
          requirements.
     4.   Approve all documented requirements.                                             X
     5.   Create and update databases, incorporating defined authorization          X
          requirements.
     6.   Define and execute database performance and tuning scripts to keep        X
          databases running at optimal performance.
     7.   Open, track, and manage to resolution all database problems with the      X
          appropriate database support organization.
     8.   Provide technical assistance and subject matter (e.g., data dictionary    X
          and data mapping) expertise to the City/County applications developers
          and third-party support personnel.
     9.   Define and document database backup schedules, retention periods,         X
          levels (i.e. full, incremental, or differential).
     10. Maintain all appropriate database configuration files and provide          X
         information as required to the help desk. Provide second-level help
         desk support for database access problems.
     11. Maintain documentation for all database instance parameters and            X
         system settings.

9.1.7.8 Legacy Application Support and Maintenance
The following activities are within the scope of applications support and maintenance:

a.            Planning and Analysis
Planning and analysis for Application Support and Maintenance services involves those activities
associated with the maintenance (or creation) of user, business and technical requirements and
specifications to update or enhance City/County legacy application systems.


Planning and analysis services to be performed by the Service Provider include:
      1. Requirements definition: Those activities associated with the assessment of user needs
         used to determine technical design;
      2. Design specifications: The development of the overall approach to satisfying the
         application requirements, such as creating documentation that specifies all components,
         program modules, data stores, interfaces, interface components and associated operations
         procedures for the City/County technical environment; and
      3. Project estimation.

Requirements Definition
The Service Provider will perform the services and activities associated with the assessment of
user needs and requirements for systems. The following table identifies the underlying roles and
responsibilities associated with requirements definition activities.



City of Evansville/Vanderburgh County                                                            93
Department of Information Technology - Request for Services (RFS)
Table 73           Requirements Definition Roles and Responsibilities

     Requirements Definition Roles and Responsibilities                                 SP     C/C
     Document business, functional and technical requirements in agreed upon           X(P)    X(S)
     formats.

     Approve requirements definition documents.                                                  X


     Develop and maintain requirements traceability matrices.                          X (P)   X (S)
     Review and approve documented requirements traceability matrices.                           X

Design Specifications
The following table identifies the underlying roles and responsibilities associated with design
specification activities.
Table 74           Design Specifications Roles and Responsibilities

     Design Specifications Roles and Responsibilities                                   SP     C/C
     1. Create application design documents from business, functional and technical     X
        requirements.
     2. Approve design specifications procedures.                                               X
     3. Develop logical and physical data models.                                       X
     4. Document and recommend implementation/development/technical options to          X
        the City/County.
     5. Select implementation/development approach to be followed.                              X

Project Estimation
The Service Provider will perform services and activities associated with estimating the level of
effort and cost of Application Support and Maintenance assignments.              The following table
identifies the underlying roles and responsibilities associated with project estimating activities.
Table 75           Project Estimating Roles and Responsibilities

     Project Estimating Roles and Responsibilities                                      SP     C/C
     1. Provide cost and schedule estimates, and impact analyses, for potential         X
        application maintenance activities.
     2. Review and approve estimates and analyses.                                               X
     3. Ensure that all approved projects are incorporated into the work plan update   X (S)   X (P)
        processes.
     4. Incorporate all new projects into the prioritization processes.                          X

b.            Application Operations and Administration
Operations and administration services are those activities associated with managing the
Application Support and Maintenance services environment. Operations and administration
services to be performed by the Service Provider include:
         Test and integration services to ensure that all individual program components configured
          with or added to the applications environment work together properly as a single system
          performing all of the intended functions.



City of Evansville/Vanderburgh County                                                                 94
Department of Information Technology - Request for Services (RFS)
       Migration and implementation of new and upgraded application components to the
        production environment.
       Development of system and user documentation.

Testing and Integration
The Service Provider will perform services and activities associated with the testing and
integration of maintenance and enhancements. The following table identifies the underlying roles
and responsibilities associated with testing and integration activities.
Table 76        Testing and Integration and Responsibilities

   Testing and Integration Roles and Responsibilities                                SP     C/C
   1. Create test cases and test data.                                               X(P)   X(S)
   2. Manage the test environments and associated test data.                          X
   3. Ensure that all testing activities conform to the requirements of defined       X      X
      Change Control procedures.
   4. Perform unit, end-to-end, integration, stress, and regression testing and       X
      document results.
   5. Perform data migration and data conversion tests.                               X
   6. Review and approve results of all testing activities.                                  X
   7. Develop and conduct user acceptance, quality assurance (QA) testing and         X
      document results.
   8. Assist in conducting and documenting user acceptance and QA testing                    X
   9. Review testing results to identify variances between documented                 X
      requirements and provided functionality and usability.
   10. Review testing results for compliance with policies, procedures, plans, and           X
       metrics (e.g. defect rates, progress against schedule, etc.).
   11. Correct defects identified during the testing efforts.                         X
   12. Prepare application(s)/module(s) for migration into City/County production     X
       environment.

Migration and Implementation
The Service Provider will perform services and activities associated with the implementation of
Application Support and Maintenance projects from the test environment into production. The
following table identifies the underlying roles and responsibilities associated with migration and
implementation activities.
Table 77         Migration and Implementation Roles and Responsibilities

   Migration and Implementation Roles and Responsibilities                           SP     C/C
   1. Create detailed implementation plans, including project schedules and           X
      staffing requirements, to meet City/County delivery requirements.
   2. Review and approve implementation plans, schedules and deployment                      X
      staffing levels.
   3. Create checklist and prepare other materials for discussion at ―go/no-go‖       X
      decision meetings.
   4. Approve decisions made in ―go/no-go‖ meeting.                                          X



City of Evansville/Vanderburgh County                                                             95
Department of Information Technology - Request for Services (RFS)
     Migration and Implementation Roles and Responsibilities                             SP     C/C
     5. Ensure that migration and implementation activities conform to the               X
        requirements of defined Change Control procedures.
     6. Develop and deliver system and user documentation.                               X
     7. Develop training materials and provide training to the City/County.              X
     8. Define test-to-production turnover requirements and instructions for each        X
        project or release.
     9. Approve test-to-production turnover requirements and instructions.                       X
     10. Perform data migration from existing systems to new systems.                    X
     11. Perform data conversion from existing systems to new systems.                   X
     12. Migrate application maintenance/enhancements into production.                   X
     13. Provide test to production turnover implementation support, including having    X
         staff available at user locations as needed.
     14. Conduct post-implementation user acceptance.                                   X (S)   X (P)

Application Documentation
The Service Provider will perform services and activities associated with ensuring that City/County
legacy application documentation is updated to reflect maintenance and enhancements that have
been implemented.       The following table identifies the underlying roles and responsibilities
associated with legacy application maintenance documentation activities.
Table 78          Documentation Roles and Responsibilities

     Documentation Roles and Responsibilities                                            SP     C/C
     1. Provide system specifications documentation (e.g., data models, operational      X
        processing flowcharts, etc.) per agreed-upon standards (e.g., SEI).
     2. Provide application hardware and system software requirements                    X
        documentation.
     3. Develop, provide and maintain system installation, support, configuration and    X
        tuning manual(s).
     4. Develop, provide and maintain end-user documentation, including updates          X
        and release notes.
     5. Develop provide and maintain application operating and security procedures.      X
     6. Develop, provide and maintain application recovery procedures. Ensure that       X
        procedures are incorporated into the disaster recovery plan.
     7. Review and approve all provided documentation.                                           X
     8. Maintain an application documentation library.                                   X
     9. Maintain version control for all documentation for which Service Provider is     X
        responsible.

c.           Technical Support
Technical support services are those activities associated with the provision of Application Support
and Maintenance services. Technical support services to be performed by the Service Provider
include:




City of Evansville/Vanderburgh County                                                                 96
Department of Information Technology - Request for Services (RFS)
   1. Legacy maintenance support: To ensure that in-use legacy applications continue to
      function as required by the City County. Legacy support includes:
           a. Corrective maintenance to resolve problems
           b. Preventative maintenance to proactively mitigate impact of known conditions which
              could affect an application
           c. Adaptive maintenance required as a result of changes to interfacing external
              applications or hardware, and
           d. Perfective maintenance to maintain optimum performance.
   2. Software configuration management and version control to maintain documentation of
      system components and tracking of modifications to an legacy application’s components
      over time with the ability to restore an application (or component) to prior versions, and
   3. Providing general technical assistance to the help desk and City/County end-users.

Legacy Maintenance Programming Support
The Service Provider will perform services and activities associated with making program changes
to City/County legacy applications. The following table identifies the underlying roles and
responsibilities associated with legacy maintenance support activities.
Table 79       Legacy Maintenance Programming Roles and Responsibilities

   Legacy Maintenance Programming Roles and Responsibilities                     SP     C/C
   1. Perform corrective maintenance per plan or otherwise as required.           X
   2. Perform preventive maintenance per plan or otherwise as required.           X
   3. Perform adaptive maintenance per plan or otherwise as required.             X
   4. Perform perfective maintenance per plan or otherwise as required.           X
   5. Develop application prototypes as needed to demonstrate support of          X
      requirements.
   6. Review and approve application prototype.                                            X
   7. Identify and document potential changes to requirements or scope.          X(P)   X(S)
   8. Review and approve changes to requirements or scope.                                 X
   9. Manage programming efforts using industry-standard project management       X
      methodologies and tools.
   10. Debug application code as needed.                                          X
   11. Identify and recommend programming modifications and enhancement           X
       adjustments that will improve application performance.
   12. Identify and recommend DBMS tuning changes to help maintain application    X
       performance.
   13. Provide technical and functional assistance and support regarding          X
       applications to the Help Desk and to end-users as required.
   14. Respond to trouble resolution items in accordance with defined SLRs.       X
   15. Ensure that all maintenance programming activities conform to the
       requirements of defined change control, configuration management and       X
       software version control procedures.

Software Configuration Management and Version Control




City of Evansville/Vanderburgh County                                                          97
Department of Information Technology - Request for Services (RFS)
The Service Provider will perform services and activities associated with managing legacy
application program configurations and versions. The following table identifies the underlying
roles and responsibilities associated with software configuration management activities.
Table 80         Software Configuration Management Roles and Responsibilities

   Software Configuration Management Roles and Responsibilities                         SP         C/C
   1. Track application versions in each environment (e.g., test, development,          X
      production).
   2. Track status of code migration from development to test to production.            X
   3. Ensure that all program code libraries are available to be backed up and          X
      included in restore and recovery procedures.

Application Training
The Service Provider will perform services and activities associated with training City/County
users of supported applications on new applications and functions. The following table identifies
the underlying roles and responsibilities associated with training activities.
Table 81        Training Roles and Responsibilities

   Training Roles and Responsibilities                                                  SP         C/C
   1. Develop training materials related to the technical and functional aspects of     X
      the applications.
   2. Review and approve training content.                                                            X
   3. Provide/coordinate end-user training on supported City/County applications.       X
   4. Provide technical training assistance and knowledge transfer (e.g., train-the-    X
      trainer methodology) to City/County personnel as requested during and
      following implementation.
   5. Provide training facilities.                                                      X

9.1.8 Service Management

9.1.8.1 Objectives
A key objective of the City/County’s decision to outsource IT services is to maintain required
service levels. The necessary service level requirements are detailed in the following sections.

9.1.8.2 SLR Details
The following minimum service levels are required at contract commencement. The Service
Provider must consistently meet or exceed the following SLRs:

Table 82        General System Availability SLR

                                       General System Availability SLR
  Definition       General system availability is defined as VAX CPU, system memory, disks and peripherals
                   up to the connection to the network.
                   All prescheduled system downtime, unless otherwise agreed upon in advance by the
                   City/County, will occur:




City of Evansville/Vanderburgh County                                                                     98
Department of Information Technology - Request for Services (RFS)
                  System Server                     Service Measure          Performance Target         SLR
  Production Sub-systems (includes VAX,
                                                    Availability            Sun-Sat, 0000-2400         99.87%
  SQL)
  Critical Application Systems                      Availability            Sun-Sat, 0000-2400         99.95%
  Development System                                Availability            Sun-Sat, 0000-2400         99.77%
  Test and QA Systems                               Availability            Sun-Sat, 0000-2400         99.77
                             Availability (%) = 100% - Unavailability (%)
  Formula                    Where Unavailability is defined as:
                             ( outage duration x 100%)  (schedule time – planned outage)
  Measure Interval           Measure daily, report monthly
  Measurement Tool           The Service Provider is expected to provide monitoring, auditing, and reporting
                             tools.

Table 83         Application Online Response Time

                             Application Platform—Online Response Time SLR
 Definition                 Online response time for critical online applications.
              Application Platform                 Service Measure            Performance Target         SLR
  VAX/VMS and State AS400 Production            Online Response Time         99.95% of transactions
  Systems (Critical Application)                                             complete < 3.0 sec         100%

  Development and Test Systems                  Online response time         96% of transactions < 3
                                                                                                        100%
                                                                             seconds

  Formula                    Performance = Transactions completed within required time/total transactions
  Measure Interval           Measure daily at 30 minute intervals, report monthly
  Measurement Tool           The Service Provider is expected to provide monitoring, auditing and reporting
                             tools.

Table 84         General Administrative Functions SLR

                                     General Administrative Functions SLR
                                         Routine mainframe functions that are required to meet City/County
 Definition
                                         workload requirements.
  General Administration Task                Service Measure                Performance Target          SLR
  Notification of Severity 1 outage       Response Time                 15 minutes of discovery       99.8%
  Notification of Severity 2 outage       Response Time                 30 minutes of discovery       99.8%




City of Evansville/Vanderburgh County                                                                     99
Department of Information Technology - Request for Services (RFS)
                                   General Administrative Functions SLR


  Formula                                Number of requests completed on time/total of all requests occurring
                                         during measurement period.
  Measure Interval                       Measure weekly, report monthly
  Measurement Tool                       The Service Provider is expected to provide monitoring, auditing and
                                         reporting tools.

Table 85 Application Support and Maintenance Service Level Requirements
                       Application Maintenance Services - Service Level Requirements
                         Application Support and Maintenance service level requirements are the performance
   Definition            metrics related to the services that the Service Provider must meet on an ongoing
                         basis response to reported work defects and requests for changes.
       Application        Service Measure         Performance                            SLR
       Maintenance                                   Target
                                                                          Months 1-6             Month 7 Forward

   Milestone             Completion Date       Completion of          90%                   95%
   Completion –                                critical milestones
   Critical                                    by scheduled
   milestones on the                           completion date
   Critical Path
   (as agreed to by
   DoIT, customer
   and Service
   Provider)
   Customer              Target                Rated satisfied or     90%                   95%
   Satisfaction                                very satisfied at
                                               quarterly intervals/
                                               after delivery of
                                               upgrade
   Measurement           Monitor continuously, measure weekly, report monthly
   Interval
   Measurement           Service Provider to furnish monitoring, auditing and reporting tools.
   Tool

9.1.9 Service Specific Milestones
Milestones specific to the deployment of mainframe services are listed in the following table:




City of Evansville/Vanderburgh County                                                                        100
Department of Information Technology - Request for Services (RFS)
Table 86        Data Center Services Specifics

                     Description                                            Milestone


  Submit a plan that describes options for retiring   Within three months of contract implementation
  the VAX over the next 12 months.
  Migrate historical backup tapes to current backup   Within six months of contract implementation.
  media.

9.1.10 Reports
Required reports relevant to the provision of mainframe services are defined in the following
table:

Table 87        Mainframe Services Reports

                     Description                                              Timing
  General System Availability by System Server        Monthly
  Online and end-to-end response time by              Monthly
  application within server
  Batch Processing, Output Delivery, General          Monthly
  Administrative Functions, Incident Resolution and
  Restoration Services SLR Compliance
  Capacity Planning Analysis                          Monthly and as needed
  Maintenance activities work plan                    Weekly




City of Evansville/Vanderburgh County                                                                  101
Department of Information Technology - Request for Services (RFS)
9.2 Water Department AS/400 Services

9.2.1 Service Environment
This statement of work defines the service environment, service descriptions with roles and
responsibilities, and service level requirements for the provision of Utility Systems support to the
City/County.     According to this SOW, the Service Provider will be responsible for operating an
AS/400 providing computing services that support the business operations of the City/County.


This SOW describes the current on site environment. The City/County requires an on site
response at a minimum; however, the Service Provider is encouraged to recommend alternatives
beyond the on site solution, if desired. The City/County is open to considering off site or shared
locations anywhere from the Civic Center to other locations within the continental United States.
The advantages and disadvantages of an alternative solution, including pricing differences, should
be clearly explained in the alternative proposal.

9.2.2 Goals
A summary of the Water Department AS/400 services goals follows:
   1. Determine options for bringing AS/400 up to supportable version of operating system or
      migrate off AS/400
   2. Develop robust disaster recovery plan and test regularly
   3. Investigate and define requirements for new non-AS/400 based utility billing system



9.2.3 General Description of Service Environment
The City/County currently runs its utility systems on an AS/400. The Water Department has
supported its systems through a third party and now desires to consolidate its support through
the Department of Information Technology.

AS/400 Operating System
The current version of the OS/400 operating system is 5.4. The highest version of operating
system supported on the iSeries model 170 is 5.3. However, the Water Department is currently
running version 5.1.

Legacy Applications
The City/County currently maintains legacy packaged and custom applications in CLP, QRY and
RPG programs in an OS/400 environment. Systems on the AS/400 include: billing and cash
receipt systems for residential, sewer only, and sprinkler accounts, work order system for
installation/removal of water service, accounts payable system (package), general ledger and
meter reading system. EMC and American Water currently provide meter reading. DataStream
7i, a windows-based work order management system is currently hosted offsite. The data from
that system will be replicated to an onsite clustered SQL Server solution. That database is part of
this scope of work.


The City/County will consider options designed to reduce legacy maintenance and support over
time in a shared savings model. This could include providing replacement systems for the
mainframe that offer a per-user or per-seat pricing model. The Service Provider may suggest




City of Evansville/Vanderburgh County                                                         102
Department of Information Technology - Request for Services (RFS)
additional options and include it in addition to the fixed price proposal for Application Support and
Maintenance services.

Table 88 AS/400 Hardware Details

  Component
 Model                         IBM iSeries model 170
 AS/400 DASD                   12.58 GB (70% utilized)
 Operating System              OS/400 5.1
 Applications                  6

9.2.4 Service Requirements
These service requirements are set for an on site data center. They will be modified for an off site
data center. Currently the third-party vendor who supports the Water Department provides
network support, hardware maintenance, software maintenance and training. In addition, the
vendor has provided updates to the legacy business applications running on the AS/400.

9.2.4.1 Operations and Administration
The Service Provider will perform services and activities associated with managing and
administering all City/County business processes and systems residing on the AS/400. Operations
and administration responsibilities of the Service Provider include:
   1. Operating and monitoring the AS400 computer systems and workload to meet the
      processing requirements of the City/County;
   2. Maintenance and operation of legacy OS/400 applications;
   3. Managing production job schedules and backup tape resources;
   4. Ensuring that computer output is correctly produced and delivered;
   5. Managing data and storage resources;
   6. Maintaining hardware.

9.2.4.2 Computer Operations
The Service Provider will perform services and activities associated with operating and monitoring
computer systems and workload to meet the processing requirements of the City/County, and
resolving of problems affecting computer operations.

Table 89        Computer Operations Roles and Responsibilities

  Computer Operations Roles and Responsibilities                                  SP      C/C
     1. Develop and document computer operations requirements and policies,      X (P)    X (S)
        including schedules for the operation of City/County business and
        support systems.
     2. Develop computer operations procedures that meet requirements and         X
        adhere to defined policies.
     3. Approve computer operations procedures.                                            X
     4. Maintain and support legacy OS/400 applications.                          X
     5. Develop and implement measures for proactive monitoring and self-         X
        healing capabilities to limit outages that affect computer operations.




City of Evansville/Vanderburgh County                                                             103
Department of Information Technology - Request for Services (RFS)
  Computer Operations Roles and Responsibilities                                    SP     C/C
       6. Monitor systems as scheduled and respond accordingly to system            X
          messages.
       7. Identify, resolve, and report problems affecting computer operations,     X
          including hardware failure, system software, network, support systems,
          and others.
       8. Identify, resolve, and report application problems.                       X
       9. Resolve or assist in resolving problems according to SLRs. Escalate as    X
          required.
       10. Coordinate problem resolution activities with the help desk.             X
       11. Provide technical assistance as needed by the help desk and by           X
           City/County end-users.
       12. Support applications test-to-production migration activities.            X
       13. Ensure that problem resolution activities conform to defined change      X
           control procedures.

9.2.4.3 Batch Processing Management
The City/County currently requires a number of production batch jobs, primarily print jobs, which
run on a daily, weekly, bi-weekly, monthly, quarterly, and annual basis.
The Service Provider will perform services and activities associated with the execution and
management of batch processes. There are a series of uploads and downloads that run on the
AS/400.
       Billing information is sent to Fifth Third Bank through a regular download to a PC attached
        to the iSeries. The PC then transmits the data to the bank.
       Likewise, Fifth Third Bank sends an encrypted email attachment, which is decrypted and
        detached to a folder on the network. An upload to the iSeries is performed to update the
        billing system.
       A daily general ledger file is created on the iSeries and stored on both the iSeries and an
        NT based server, and then uploaded into the city’s financial systems.
       Meter reading schedules are downloaded from the meter reading application to the
        network, where they are transferred to handheld meter reading devices.
       Account information from the handheld meter reading devices is uploaded to the network
        and then transferred to the iSeries


The following table identifies the underlying roles and responsibilities associated with batch
processing management services.

Table 90         Batch Processing Management Roles and Responsibilities

  Batch Processing Management Roles and Responsibilities                            SP     C/C
       1. Develop and document batch processing requirements and policies,         X (P)   X (S)
          including production job scheduling, interdependencies and rerun
          requirements and City/County contacts for all production jobs.
       2. Develop and document batch processing management procedures that          X
          meet requirements and adhere to defined policies.
       3. Approve batch processing management procedures.                                   X




City of Evansville/Vanderburgh County                                                              104
Department of Information Technology - Request for Services (RFS)
  Batch Processing Management Roles and Responsibilities                            SP     C/C
      4. Prepare job run parameters that meet scheduling requirements.              X
      5. Optimize use of batch production resources, including executing mass       X
         JCL changes and enforcing JCL standards as are defined in the
         Procedures Manual.
      6. Define test and demand batch scheduling requirements.                              X
      7. Prepare test and demand batch jobs for execution.                          X
      8. Execute production batch jobs on appropriate servers as defined by         X
         City/County schedules.
      9. Execute test and demand batch jobs on appropriate servers.                 X
      10. Resolve failed jobs and submit for rerun as required.                     X
      11. Validate job results per City/County instructions.                        X
      12. Notify the City/County of job execution status and completion results.    X

9.2.4.4 Output Management
The Service Provider will perform services and activities associated with providing and managing
output resources.    The following table identifies the underlying roles and responsibilities
associated with output management services.

Table 91        Output Management Roles and Responsibilities

  Output Management Roles and Responsibilities                                      SP     C/C
  1. Develop and document output management requirements and policies,             X (P)   X (S)
     including delivery locations and schedule requirements.
  2. Develop and document procedures for output management that meet                X
     requirements and conform to defined policies.
  3. Approve output management procedures.                                                  X
  4. Separate and organize printed output materials accordingly.                    X
  5. Ensure that printed output is delivered to City/County specified delivery      X
     locations according to schedule.
  6. Package and coordinate designated output for pickup by USPS or private         X
     delivery services (e.g., FedEx, UPS, etc.).
  7. Ensure that output devices are functioning, including performing or            X
     coordinating routine maintenance.
  8. Manage consumables, such as paper, print ribbons, ink, tapes, etc.             X
     Coordinate acquisition of additional materials as needed.

9.2.4.5 Storage and Data Management
The Service Provider will perform services and activities associated with providing and managing
data storage resources. The following table identifies the underlying roles and responsibilities
associated with data storage management services.




City of Evansville/Vanderburgh County                                                              105
Department of Information Technology - Request for Services (RFS)
Table 92        Storage and Data Management Roles and Responsibilities

  Storage and Data Management Roles and Responsibilities                               SP     C/C
  1. Develop and document storage and data management requirements and                X (P)   X (S)
     policies.
  2. Develop and document procedures for performing storage management that            X
     meet requirements and conform to defined policies.
  3. Approve storage management procedures.                                                    X
  4. Monitor and control storage performance according to data management              X
     policies.
  5. Maintain storage resource efficiency and space requirements.                      X
  6. Maintain data set placement and manage catalogs.                                  X
  7. Perform data backups and restores per established procedures and service          X
     level requirements.
  8. Manage file transfers and other data movement activities.                         X

9.2.4.6 Hardware Maintenance
The Service Provider will perform services and activities associated with maintaining hardware
supporting mainframe systems, including the proactive maintenance of hardware according to the
manufacturer’s specified maintenance schedules, and problem determination and repair when
necessary. The following table identifies the underlying roles and responsibilities associated with
hardware maintenance services.

Table 93        Hardware Installation and Maintenance Roles and Responsibilities

  Hardware Maintenance Roles and Responsibilities                                      SP     C/C
  1. Develop and document hardware maintenance and repair requirements and            X (P)   X (S)
     policies.
  2. Develop and document hardware maintenance and repair procedures that              X
     meet requirements and adhere to defined policies.
  3. Approve hardware maintenance and repair procedures.                                       X
  4. Identify physical facilities changes needed to support installation of new or     X
     upgraded hardware (e.g., wiring, and cables; raised floor; electrical
     components, cooling upgrade, etc.).
  5. Coordinate/perform facilities changes needed to support installation of          X (S)   X (P)
     new/upgraded hardware.
  6. Install (or coordinate installation of) new or enhanced system hardware (e.g.,    X
     storage devices, etc.), components or peripherals to meet City/County
     processing requirements.
  7. Perform diagnostics as needed to identify the cause of hardware problems          X
     and report findings.
  8. Install manufacturer field change orders, firmware upgrades, and other            X
     Service Provider-supplied hardware improvements.
  9. Replace defective parts and systems.                                              X
  10. Coordinate maintenance activities and repair of third-party Service Provider-    X
      supported hardware.




City of Evansville/Vanderburgh County                                                                 106
Department of Information Technology - Request for Services (RFS)
  Hardware Maintenance Roles and Responsibilities                                   SP     C/C
  11. Manage warranties for City/County owned/leased hardware to ensure that        X
      parts under warranty are replaced under the terms of the warranty.
  12. Ensure that all hardware maintenance activities conform to configuration      X
      management and change control processes.

9.2.4.7 Technical Support
The Service Provider will perform services and activities associated with the configuration,
performance and maintenance of system software, middleware, utilities and databases. Technical
support responsibilities of the Service Provider include:
   1. Managing system performance to provide optimum performance;
   2. Managing the technical configuration and ensuring that all operating components are
      effectively integrated; and
   3. Maintaining operating system software and utilities.
   4. Managing data base management systems


Performance Management
The Service Provider will perform services and activities associated with managing the
performance of mainframe systems to provide optimum processing capabilities. The following
table identifies the underlying roles and responsibilities associated with performance management
and problem resolution services.

Table 94        Performance Management Roles and Responsibilities

  Performance Management Roles and Responsibilities                                 SP     C/C
      1. Develop and document data center systems performance management           X (P)   X (S)
         requirements and policies.
      2. Develop and document procedures that meet requirements and adhere          X
         to defined policies.
      3. Approve performance management procedures.                                         X
      4. Perform and report capacity planning to develop resource requirements     X (P)   X (S)
         projections.
      5. Manage computing resources to ensure the availability of adequate          X
         capacity at all times to meet City/County processing requirements.
      6. Perform tuning to maintain optimum performance of mainframe systems.       X
      7. Provide technical advice and support to the application maintenance and    X
         development staffs as required.
      8. Provide technical assistance for the help desk, City/County end-users      X
         and external entities using City/County IT resources as needed.
      9. Evaluate, identify and recommend configurations or changes to              X
         configurations that will enhance system performance.
      10. Authorize improvement plans.                                                      X
      11. Implement improvement plans.                                              X
      12. Ensure that performance management activities conform to the              X
          requirements of configuration management and change control
          processes.



City of Evansville/Vanderburgh County                                                              107
Department of Information Technology - Request for Services (RFS)
Service Provider Question: Capacity Planning

If your solution includes an off site hosting option, also describe the capacity planning process in
a shared CPU environment.


Configuration Management
The Service Provider will perform the services and activities associated with tracking and
managing the configuration of individual system components and identification of the
relationships and dependencies among them. The following table identifies the underlying roles
and responsibilities associated with configuration management services.

Table 95        Configuration Management Roles and Responsibilities

  Configuration Management Roles and Responsibilities                                  SP     C/C
  1. Develop and document configuration management requirements and                   X (P)   X (S)
     policies.
  2. Develop and document configuration management procedures that meet                X
     requirements and adhere to defined policies.
  3. Approve configuration management procedures.                                              X
  4. Provide a configuration management tool subject to approval by the                X
     City/County.
  5. Document and maintain mainframe system software hardware specifications           X
     and systems interfaces configurations.
  6. Provide information about the configuration, functionality, and other aspects     X
     of mainframe systems software and hardware upon request.
  7. Track all software versions in use in each data center environment (e.g.,         X
     development, test, production). Document issues and considerations
     associated with each version and environment.
  8. Ensure that disaster recovery documentation correctly reflects the distributed    X
     computing environment.
  9. Ensure that configuration management activities conform to the requirements       X
     of change control processes.

Systems Engineering, Testing, and Integration
The Service Provider will perform services and activities associated with building and maintaining
the technical infrastructure, and the testing, integration and migration that ensure that all
mainframe infrastructure components (hardware, system software, etc.) work together effectively.


The following table identifies the underlying roles and responsibilities associated with systems
engineering, testing, and integration services.

Table 96        Systems Engineering, Testing, and Integration Roles and Responsibilities

  Engineering, Testing and Integration Roles and Responsibilities                      SP     C/C
  1. Develop and document engineering, testing and integration requirements and       X (P)   X (S)
     policies.
  2. Develop engineering, testing and integration procedures that meet                 X
     requirements and adhere to defined policies.




City of Evansville/Vanderburgh County                                                                 108
Department of Information Technology - Request for Services (RFS)
  Engineering, Testing and Integration Roles and Responsibilities                   SP     C/C
  3. Approve engineering, testing and integration procedures.                               X
  4. Prepare system engineering plans, procedures and schedules to support          X
     new and enhanced applications and architectures.
  5. Review and approve engineering plans and schedules.                                    X
  6. Develop and document unit and systems acceptance criteria.                     X
  7. Conduct testing for all new and upgraded equipment, software or services to    X
     include unit, system, integration and regression testing.
  8. Define and document user acceptance criteria.                                 X (S)   X (P)
  9. Perform and approve user acceptance testing for new and upgraded                       X
     equipment and software.
  10. Assess and communicate the overall impact and potential risk to existing      X
      operations prior to implementing changes.
  11. Coordinate implementation and migration support activities with the help      X
      desk and the City/County.
  12. Coordinate the scheduling of all changes to the mainframe environment         X
      through defined change control processes.
  13. Conduct pre-installation site surveys as applicable.                          X
  14. Stage new and upgraded equipment and software to smoothly transition into     X
      production environment.
  15. Perform project management (including the creation of project plans and       X
      management documentation), as appropriate.
  16. Install new hardware and software components into production.                 X
  17. Test new releases of hardware and software to ensure proper installation      X
      and conformance with service level requirements.
  18. Perform data migration from existing systems to new systems.                  X
  19. Assist as needed during migration activities.                                         X
  20. Provide technical assistance to City/County during transitions as needed.     X
  21. Update configuration management documentation and asset inventory to          X
      reflect hardware and software changes.
  22. Provide training to City/County personnel as appropriate on new/upgraded      X
      hardware and software.

System Software and Utilities Maintenance
The Service Provider will perform the services and activities associated with the maintenance and
repair of operating system software and system utilities. The following table identifies the
underlying roles and responsibilities associated with system software and utilities maintenance
services.

Table 97        System Software Maintenance Roles and Responsibilities

  System Software Maintenance Roles and Responsibilities                            SP     C/C
  1. Develop and document system software maintenance requirements and             X (P)   X (S)
     policies.




City of Evansville/Vanderburgh County                                                              109
Department of Information Technology - Request for Services (RFS)
  System Software Maintenance Roles and Responsibilities                                 SP    C/C
  2. Develop and document software maintenance procedures that meet                        X
     requirements and adhere to defined policies.
  3. Approve software maintenance procedures.                                                   X
  4. Install/apply preventative maintenance releases and fixes, service-packs and          X
     other program services provided by third-party software Service Providers to
     ensure proper operation of installed software.
  5. Upgrade software to new versions/releases as needed to provide                        X
     improved/enhanced functionality or to maintain currency with supported
     releases.
  6. Perform diagnostics as needed to identify the cause of software problems              X
     and report findings.
  7. Ensure that software maintenance activities conform to configuration                  X
     management and change control processes.

Database Administration
The Service Provider will perform services and activities associated with the administration,
maintenance, creation and support of existing OS/400 databases. This includes such activities
(but not limited to) required for the responsibility of managing data, database performance,
replication, indexes, organization, space allocation, and data recovery and integrity at a physical
level. The following table identifies the underlying roles and responsibilities associated with
database administration services.
Table 98        Database Administration Roles and Responsibilities

   Database Administration Roles and Responsibilities                               SP         C/C
   2. Define and document authorization requirements for users, roles,              X(S)       X(P)
      schemas, etc. and approve change requests.
   3. Define and document database data definition requirements for                  X
      applications (tables, triggers, attributes, etc.).
   4. Define and document database creation, update and refresh                      X
      requirements.
   5. Approve all documented requirements.                                                      X
   6. Create and update databases, incorporating defined authorization               X
      requirements.
   7. Define and execute database performance and tuning scripts to keep             X
      databases running at optimal performance.
   8. Open, track, and manage to resolution all database problems with the           X
      appropriate database support organization.
   9. Provide technical assistance and subject matter (e.g., data dictionary         X
      and data mapping) expertise to the City/County applications
      developers and third-party support personnel.
   10. Define and document database backup schedules, retention periods,             X
       levels (i.e. full, incremental, or differential).
   11. Maintain all appropriate database configuration files and provide             X
       information as required to the help desk. Provide second-level help
       desk support for database access problems.




City of Evansville/Vanderburgh County                                                                 110
Department of Information Technology - Request for Services (RFS)
     Database Administration Roles and Responsibilities                               SP               C/C
     12. Maintain documentation for all database instance parameters and              X
         system settings.

9.2.4.8 Legacy Application Support and Maintenance
The following activities are within the scope of applications support and maintenance:

a.           Planning and Analysis
Planning and analysis for Application Support and Maintenance services involves those activities
associated with the maintenance (or creation) of user, business and technical requirements and
specifications to update or enhance City/County legacy application systems.


Planning and analysis services to be performed by the Service Provider include:
     1. Requirements definition: Those activities associated with the assessment of user needs
        used to determine technical design;
     2. Design specifications: The development of the overall approach to satisfying the
        application requirements, such as creating documentation that specifies all components,
        program modules, data stores, interfaces, interface components and associated operations
        procedures for the City/County technical environment; and
     3. Project estimation.

Requirements Definition
The Service Provider will perform the services and activities associated with the assessment of
user needs and requirements for systems.
The following table identifies the            underlying   roles   and     responsibilities      associated    with
requirements definition activities.
Table 99          Requirements Definition Roles and Responsibilities

     Requirements Definition Roles and Responsibilities                                     SP          C/C
     1. Document business, functional and technical requirements in agreed upon            X(P)        X(S)
        formats.

     2. Approve requirements definition documents.                                                       X
     3. Develop and maintain requirements traceability matrices.                           X (P)       X (S)
     4. Review and approve documented requirements traceability matrices.                                X

Design Specifications
The following table identifies the underlying roles and responsibilities associated with design
specification activities.
Table 100         Design Specifications Roles and Responsibilities

     Design Specifications Roles and Responsibilities                                       SP          C/C
     1. Create application design documents from business, functional and technical         X
        requirements.
     2. Approve design specifications procedures.                                                        X
     3. Develop logical and physical data models.                                           X




City of Evansville/Vanderburgh County                                                                         111
Department of Information Technology - Request for Services (RFS)
     Design Specifications Roles and Responsibilities                                   SP     C/C
     4. Document and recommend implementation/development/technical options to          X
        the City/County.
     5. Select implementation/development approach to be followed.                              X

Project Estimation
The Service Provider will perform services and activities associated with estimating the level of
effort and cost of Application Support and Maintenance assignments.              The following table
identifies the underlying roles and responsibilities associated with project estimating activities.
Table 101          Project Estimating Roles and Responsibilities

     Project Estimating Roles and Responsibilities                                      SP     C/C
     1. Provide schedule estimates, and impact analyses, for potential application      X
        maintenance activities.
     2. Review and approve estimates and analyses.                                              X
     3. Ensure that all approved projects are incorporated into the work plan update   X (S)   X (P)
        processes.
     4. Incorporate all new projects into the prioritization processes.                         X

b.            Application Operations and Administration
Operations and administration services are those activities associated with managing the
Application Support and Maintenance services environment. Operations and administration
services to be performed by the Service Provider include:
         Test and integration services to ensure that all individual program components configured
          with or added to the applications environment work together properly as a single system
          performing all of the intended functions.
         Migration and implementation of new and upgraded application components to the
          production environment.
         Development of system and user documentation.

Testing and Integration
The Service Provider will perform services and activities associated with the testing and
integration of maintenance and enhancements, and development projects. The following table
identifies the underlying roles and responsibilities associated with testing and integration
activities.
Table 102         Testing and Integration and Responsibilities

     Testing and Integration Roles and Responsibilities                                 SP     C/C
     1. Create test cases and test data.                                               X(P)    X(S)
     2. Manage the test environments and associated test data.                          X
     3. Ensure that all testing activities conform to the requirements of defined       X       X
        Change Control procedures.
     4. Perform unit, end-to-end, integration, stress, and regression testing and       X
        document results.
     5. Perform data migration and data conversion tests.                               X




City of Evansville/Vanderburgh County                                                                112
Department of Information Technology - Request for Services (RFS)
   Testing and Integration Roles and Responsibilities                                  SP     C/C
   6. Review and approve results of all testing activities.                                    X
   7. Develop and conduct user acceptance, quality assurance (QA) testing and          X
      document results.
   8. Assist in conducting and documenting user acceptance and QA testing                      X
   9. Review testing results to identify variances between documented                  X
      requirements and provided functionality and usability.
   10. Review testing results for compliance with policies, procedures, plans, and             X
       metrics (e.g. defect rates, progress against schedule, etc.).
   11. Correct defects identified during the testing efforts.                          X
   12. Prepare application(s)/module(s) for migration into City/County production      X
       environment.

Migration and Implementation
The Service Provider will perform services and activities associated with the implementation of
Application Support and Maintenance projects from the test environment into production. The
following table identifies the underlying roles and responsibilities associated with migration and
implementation activities.
Table 103        Migration and Implementation Roles and Responsibilities

   Migration and Implementation Roles and Responsibilities                             SP     C/C
   1. Create detailed implementation plans, including project schedules and            X
      staffing requirements, to meet City/County delivery requirements.
   2. Review and approve implementation plans, schedules and deployment                        X
      staffing levels.
   3. Create checklist and prepare other materials for discussion at ―go/no-go‖        X
      decision meetings.
   4. Approve decisions made in ―go/no-go‖ meeting.                                            X
   5. Ensure that migration and implementation activities conform to the               X
      requirements of defined Change Control procedures.
   6. Develop and deliver system and user documentation.                               X
   7. Develop training materials and provide training to the City/County.              X
   8. Define test-to-production turnover requirements and instructions for each        X
      project or release.
   9. Approve test-to-production turnover requirements and instructions.                       X
   10. Perform data migration from existing systems to new systems.                    X
   11. Perform data conversion from existing systems to new systems.                   X
   12. Migrate application maintenance/enhancements into production.                   X
   13. Provide test to production turnover implementation support, including having    X
       staff available at user locations as needed.
   14. Conduct post-implementation user acceptance.                                   X (S)   X (P)

Application Documentation




City of Evansville/Vanderburgh County                                                               113
Department of Information Technology - Request for Services (RFS)
The Service Provider will perform services and activities associated with ensuring that City/County
legacy application documentation is updated to reflect maintenance and enhancements that have
been implemented.      The following table identifies the underlying roles and responsibilities
associated with legacy application maintenance documentation activities.
Table 104         Documentation Roles and Responsibilities

     Documentation Roles and Responsibilities                                           SP   C/C
     1. Provide system specifications documentation (e.g., data models, operational     X
        processing flowcharts, etc.) per agreed-upon standards (e.g., SEI).
     2. Provide application hardware and system software requirements                   X
        documentation.
     3. Develop, provide and maintain system installation, support, configuration and   X
        tuning manual(s).
     4. Develop, provide and maintain end-user documentation, including updates         X
        and release notes.
     5. Develop provide and maintain application operating and security procedures.     X
     6. Develop, provide and maintain application recovery procedures. Ensure that      X
        procedures are incorporated into the disaster recovery plan.
     7. Review and approve all provided documentation.                                       X
     8. Maintain an application documentation library.                                  X
     9. Maintain version control for all documentation for which Service Provider is    X
        responsible.

c.           Technical Support
Technical support services are those activities associated with the provision of Application Support
and Maintenance services. Technical support services to be performed by the Service Provider
include:
     1. Legacy maintenance support: To ensure that in-use legacy applications continue to
        function as required by the City County. Legacy support includes:
              a. Corrective maintenance to resolve problems
              b. Preventative maintenance to proactively mitigate impact of known conditions which
                 could affect an application
              c. Adaptive maintenance required as a result of changes to interfacing external
                 applications or hardware, and
              d. Perfective maintenance to maintain optimum performance.
     2. Software configuration management and version control to maintain documentation of
        system components and tracking of modifications to an legacy application’s components
        over time with the ability to restore an application (or component) to prior versions, and
     3. Providing general technical assistance to the help desk and City/County end-users.

Legacy Maintenance Programming Support
The Service Provider will perform services and activities associated with making program changes
to City/County legacy applications. The following table identifies the underlying roles and
responsibilities associated with legacy maintenance support activities.




City of Evansville/Vanderburgh County                                                              114
Department of Information Technology - Request for Services (RFS)
Table 105      Legacy Maintenance Programming Roles and Responsibilities

   Legacy Maintenance Programming Roles and Responsibilities                     SP     C/C
   1. Perform corrective maintenance per plan or otherwise as required.           X
   2. Perform preventive maintenance per plan or otherwise as required.           X
   3. Perform adaptive maintenance per plan or otherwise as required.             X
   4. Perform perfective maintenance per plan or otherwise as required.           X
   5. Develop application prototypes as needed to demonstrate support of          X
      requirements.
   6. Review and approve application prototype.                                          X
   7. Identify and document potential changes to requirements or scope.          X(P)   X(S)
   8. Review and approve changes to requirements or scope.                               X
   9. Manage programming efforts using industry-standard project management       X
      methodologies and tools.
   10. Debug application code as needed.                                          X
   11. Identify and recommend programming modifications and enhancement           X
       adjustments that will improve application performance.
   12. Identify and recommend DBMS tuning changes to help maintain application    X
       performance.
   13. Provide technical and functional assistance and support regarding          X
       applications to the Help Desk and to end-users as required.
   14. Respond to trouble resolution items in accordance with defined SLRs.       X
   15. Ensure that all maintenance programming activities conform to the
       requirements of defined change control, configuration management and       X
       software version control procedures.

Software Configuration Management and Version Control
The Service Provider will perform services and activities associated with managing legacy
application program configurations and versions. The following table identifies the underlying
roles and responsibilities associated with software configuration management activities.
Table 106       Software Configuration Management Roles and Responsibilities

   Software Configuration Management Roles and Responsibilities                  SP     C/C
   1. Track application versions in each environment (e.g., test, development,    X
      production).
   2. Track status of code migration from development to test to production.      X
   3. Ensure that all program code libraries are available to be backed up and    X
      included in restore and recovery procedures.

Application Training
The Service Provider will perform services and activities associated with training City/County
users of supported applications on new applications and functions. The following table identifies
the underlying roles and responsibilities associated with training activities.




City of Evansville/Vanderburgh County                                                         115
Department of Information Technology - Request for Services (RFS)
Table 107       Training Roles and Responsibilities

   Training Roles and Responsibilities                                                  SP          C/C
   1. Develop training materials related to the technical and functional aspects of      X
      the applications.
   2. Review and approve training content.                                                            X
   3. Provide/coordinate end-user training on supported City/County applications.        X
   4. Provide technical training assistance and knowledge transfer (e.g., train-the-     X
      trainer methodology) to City/County personnel as requested during and
      following implementation.
   5. Provide training facilities.                                                       X



9.2.5 Service Management

9.2.5.1 Objectives
A key objective of the City/County’s decision to outsource IT services is to maintain required
service levels. The necessary service level requirements are detailed in the following sections.

9.2.5.2 SLR Details
The following minimum service levels are required at contract commencement. The Service
Provider must consistently meet or exceed the following SLRs:
Table 108       General System Availability SLR

                                       General System Availability SLR
  Definition       General system availability is defined as AS/400 CPU, system memory, disks and
                   peripherals up to the connection to the network.
                   All prescheduled system downtime, unless otherwise agreed upon in advance by the
                   City/County, will occur:
                  System Server                      Service Measure       Performance Target         SLR
  Production Sub-systems (includes OS/400,
                                                    Availability          Sun-Sat, 0000-2400        99.87%
  SQL)
  Critical Application Systems                      Availability          Sun-Sat, 0000-2400        99.95%
  Development System                                Availability          Sun-Sat, 0000-2400        99.77%
  Test and QA Systems                               Availability          Sun-Sat, 0000-2400        99.77




City of Evansville/Vanderburgh County                                                                     116
Department of Information Technology - Request for Services (RFS)
                                         General System Availability SLR
                               Availability (%) = 100% - Unavailability (%)
  Formula                      Where Unavailability is defined as:
                               ( outage duration x 100%)  (schedule time – planned outage)
  Measure Interval             Measure daily, report monthly
  Measurement Tool             The Service Provider is expected to provide monitoring, auditing, and reporting
                               tools.

Table 109          Application Online Response Time

                               Application Platform—Online Response Time SLR
 Definition                   Online response time for critical online applications.
                Application Platform                 Service Measure            Performance Target        SLR
  AS400 Production Systems (Critical              Online Response Time         99.95% of transactions
  Application)                                                                 complete < 3.0 sec        100%

  Development and Test Systems                    Online response time         96% of transactions < 3
                                                                                                         100%
                                                                               seconds

  Formula                      Performance = Transactions completed within required time/total transactions
  Measure Interval             Measure daily at 30 minute intervals, report monthly
  Measurement Tool             The Service Provider is expected to provide monitoring, auditing and reporting
                               tools.

Table 110          General Administrative Functions SLR

                                       General Administrative Functions SLR
                                           Routine mainframe functions that are required to meet City/County
 Definition
                                           workload requirements.
  General Administration Task                  Service Measure                Performance Target         SLR
  Notification of Severity 1 outage         Response Time                 15 minutes of discovery       99.8%
  Notification of Severity 2 outage         Response Time                 30 minutes of discovery       99.8%


  Formula                                   Number of requests completed on time/total of all requests occurring
                                            during measurement period.
  Measure Interval                          Measure weekly, report monthly
  Measurement Tool                          The Service Provider is expected to provide monitoring, auditing and
                                            reporting tools.

Table 111          Application Support and Maintenance Service Level Requirements

                        Application Maintenance Services - Service Level Requirements
                           Application Support and Maintenance service level requirements are the performance
   Definition              metrics related to the services that the Service Provider must meet on an ongoing
                           basis response to reported work defects and requests for changes.




City of Evansville/Vanderburgh County                                                                      117
Department of Information Technology - Request for Services (RFS)
      Application         Service Measure         Performance                            SLR
      Maintenance                                    Target
                                                                          Months 1-6             Month 7 Forward

   Milestone             Completion Date       Completion of          90%                   95%
   Completion –                                critical milestones
   Critical                                    by scheduled
   milestones on the                           completion date
   Critical Path
   (as agreed to by
   Department of
   Water and Service
   Provider)
   Customer              Target                Rated satisfied or     90%                   95%
   Satisfaction                                very satisfied at
                                               quarterly intervals/
                                               after delivery of
                                               upgrade
   Measurement           Monitor continuously, measure weekly, report monthly
   Interval
   Measurement           Service Provider to furnish monitoring, auditing and reporting tools.
   Tool

9.2.6 Service Specific Milestones
Milestones specific to the deployment of mainframe services are listed in the following table:
Table 112         AS/400 Services Specifics

                     Description                                               Milestone


  Submit a plan that describes options for upgrading   Within three months of contract implementation
  or replacing the AS/400 applications and hardware

9.2.7 Reports
Required reports relevant to the provision of AS/400 Water Department services are defined in
the following table:
Table 113         AS/400 Services Reports

                     Description                                                Timing
  General System Availability by System Server         Monthly
  Online response time by application                  Monthly
  Batch Processing, Output Delivery, General           Monthly
  Administrative Functions, Incident Resolution and
  Restoration Services SLR Compliance
  Capacity Planning Analysis                           Monthly and as needed
  Maintenance activities work plan                     Weekly




City of Evansville/Vanderburgh County                                                                        118
Department of Information Technology - Request for Services (RFS)
10 Service Area 3 – Application Development

10.1 Service Environment
This statement of work defines the service environment and goals for application development
services for the City/County. The City/County is requesting proposals for a request-for-
qualifications for general application development services.
The agreement between the current outsourcing Service Provider allocates some of its fixed cost
for application development. However, the dedicated FTE structure and the demands of day-to-
day operations historically have resulted in a small number of strategic development projects
being implemented.
Beginning with this contract, the City/County is restructuring the way it procures development
services from its application development Service Provider. Application development service
providers will be pre-qualified and selected for specific projects on a project-by-project basis as
funds become available. This will result in a master agreement for pre-qualified firms with a
varied set of skills so that the contracting process is expedited when projects and funds are
identified and the right skills can be acquired for specific projects.

10.1.1 Goals
The application development services goals are:
   1. Conduct a thorough needs assessment and market research to determine the optimal
      solution.
   2. Deploy off-the-shelf solutions whenever feasible and possible.
   3. Provide accurate time and cost estimates.
   4. Establish an agile and rapid development environment.
   5. Follow industry standards and methodology (CMM-level 3 and higher).
   6. Consolidate and standardize development environments.
   7. Build code library and re-use code to expedite new development.
   8. Adhere to schedules and establish accountability.


A key goal for the City/County is to provide application users and constituents with easy and
timely access to information. To meet this goal, the City/County desires an applications
development strategy that can extend its web systems direction. As custom application
development is inherently time-consuming, risky and labor-intensive, wherever possible the
City/County desires commercial software packages from industry-leading providers to meet its
application software needs. The City/County also desires execution of industry-standard practices
for consistent application development processes and practices, to ensure the highest level of
efficiency, quality and cost-effectiveness.


For persons with disabilities, all hardware, software and Internet applications should comply with
Section 508 of the Rehabilitation Act and the World Wide Web Consortium (W3C) Accessibility
Guidelines, respectively.

10.1.2 Hardware and Software
Server hardware and application server software necessary for the development, testing and
deployment for applications will be provided per the terms of the Mainframe and Distributed
Computing SOWs, or otherwise as specified in the Master Agreement. Providers will be expected



City of Evansville/Vanderburgh County                                                        119
Department of Information Technology - Request for Services (RFS)
to furnish the necessary hardware and software development tools for building applications. For
onsite developers, network connectivity, personal computers, and software development tools will
be purchased by or charged back to the Provider. Tools will be approved by DoIT for compatibility
with our current environment.
A listing and description of the existing applications supported and City/County applications tools
used is provided in Exhibit 14.10, Supported Applications.

10.1.3 Work in Progress and Future Initiatives
The City/County currently has a number of applications in progress that are covered within the
scope of this RFS. The Service Provider performing application development within this SOW may
be responsible for performing services required to support those applications. The role in
supporting these activities may include taking over project management, transitioning
development, testing, test to production, etc.


A listing of these projects is provided in Exhibit 14.4, Annual Work Plan.

10.1.4 Facilities
The City/County may provide office accommodations and other facilities to house a reasonable
number of application development team members who need to be located on site at City/County
business locations. However, the Service Provider is under no obligation to use any space
currently provided by the City/County in the provision of application services.


The Service Provider is responsible for providing facilities, and the appropriate communications
infrastructure, for its personnel performing application services defined in this SOW from its own
locations. The Service Provider will ensure that the City/County applications environment is
physically and logically separated, secured and protected from access by any individual not
assigned to perform applications services for the City/County.

10.2 Application Development Services Requirements
This section includes a description of a request-for-qualifications for future application
development services.

10.2.1 Future Application Development Services
This section describes the activities associated with the new development of systems (applications
or programs) that are required to meet any new functional, regulatory or legal requirements of
City/County.
As the City/County moves toward providing additional services via the Internet, DoIT is seeking
vendors that are qualified to assist with the development of applications and the implementation
of advanced internet development tools. The Service Provider should be able to discuss its
expertise and qualifications to do the following:

10.2.1.1       Web Development

   Internet/Intranet Planning and Analysis
       Conduct analysis of departmental          and    City/County   needs   for   Internet/Intranet
        development which may include:
        –   Conducting departmental interviews with key personnel and/or clients.
        –   Examining and documenting current and planned business processes.



City of Evansville/Vanderburgh County                                                           120
Department of Information Technology - Request for Services (RFS)
        –   Documenting technical, and user requirements.
        –   Site architecture consulting and planning
        –   Site design consulting and planning
       Develop an Internet/Intranet strategic plan which may include the phasing and
        prioritization of projects.
       Document recommended policy, guidelines and procedures including administration,
        maintenance, operations, and security.
       Track and report on industry trends as they relate to the City/County
   Internet/Intranet Integration and Application Development
       Integrate existing applications and common database systems. Integration may also be
        with other key technologies including but not limited to GIS, document management, and
        multimedia technologies.
       Migrate data from existing system and stand alone applications.
       Develop code from specifications.
       Document program and data flow.
       Mentor and transition application ownership to City/County staff or its assignees.
       Project manage application development and integration projects including: monitor
        schedules and deliverables; quality assurance, communications, etc.

10.2.1.2       GIS Development
The role of the GIS Service Provider will be to work with DoIT in providing the necessary
assistance to the City/County for the creation and implementation of GIS strategies and data. The
Service Provider will provide services that will assist the City/County in planning through
deployment of Geographic Information Systems (GIS), as well as in providing GIS application
functionality and integration. This scope includes work on GIS applications and integration,
systems and processing methods such as the creation of GIS data, data migration/transformation
for compatibility with the GIS, GIS system integration and GIS analysis.
The Service Provider should be able to discuss its expertise and qualifications to do the following:
   GIS Planning and Analysis
       Conduct analyses of departmental and Authority needs for GIS development
        –   Conduct departmental interviews with key personnel and/or clients
        –   Examine and documenting current and planned business processes
        –   Document technical and business requirements
        –   Design data architecture and design consulting and planning
       Develop a GIS strategic plan which may include the phasing and prioritization of projects
       Document recommended policy, guidelines and procedures including administration,
        GIS maintenance, operations, and security
       Tracking and reporting on industry trends as they relate to the City/County
   GIS data analysis and data layer creation
       Integrate existing data sources and data layers. Integration may also be with other key
        technologies including but not limited to web based applications, document management,
        and multimedia technologies
       Convert data from legacy or stand-alone applications
       Mentor and transition application ownership to DoIT staff or its assignees
       Train customers in GIS applications, including but not limited to data maintenance
        procedures, maintenance, use and support



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Department of Information Technology - Request for Services (RFS)
      Document applications and data
      Project Manage GIS application development and integration including:
       monitor schedules and deliverables, quality assurance, communications


The Application Development Provider(s) chosen will need to work closely with DoIT and, if
different, the operational support Service Provider to understand and follow test and production
environment provisions and procedures. This relationship will include activities such as adhering
to DoIT defined standards and policies, confirming capacity within environment, compatibility with
existing systems, databases and/or desktops and following change control and acceptance
procedures as mandated by the DoIT and any operational support Service Provider.

10.2.2 The Qualification Process
Service Providers should provide a summary of the firm’s qualifications to perform application
development and any or all of the following services: business process reengineering, systems
integration, project management, web design, including graphic design, web programming,
content management, site branding, database design and programming, software testing and
customer training.
   1. These qualifications should include information regarding the firm’s application
      development approach, framework and tools used in the delivery of new systems.
   2. Service Providers should include a summary of experience relevant to the scope of work
      above in a digital format.
   3. In addition, Service Providers should provide qualifications and rates for personnel who
      might perform the scope of services detailed above.
   4. Application programming personnel submitted should be proficient in one or more
      development platforms including the proper combination of programming tools such as:
      Visual Basic, C#, Java, .Net, C++, COM, ASP, VBScript, JavaScript, Java Server pages,
      Java Servlets, J2SE and J2EE, ESRI technologies.

10.2.3 The Post-Qualification Process
DoIT staff will document application development projects in a document that describes the
project’s scope, its goals, desired deliverables, and any special terms and conditions. Service
Providers pre-qualified through this RFS process to provide application development services will
be asked to provide a proposal for each project, provide resumes and costs. DoIT will evaluate
the responses and select a Service Provider(s) for each project. Projects may be priced on a time
and materials basis, a fixed price, or a not-to-exceed basis. This determination will be made at
the time the project document is issued by DoIT and an application development project
agreement is finalized.




City of Evansville/Vanderburgh County                                                       122
Department of Information Technology - Request for Services (RFS)
11 Service Area 4 - Technology Consulting

11.1 Service Environment
On July 5, 1989 the City of Evansville and Vanderburgh County entered into a three-year
agreement with SCT, which was acquired by Affiliated Computer Services (ACS) in mid-2000, to
provide computer services to the City and County. Initial services to be provided included
computer operations support, applications maintenance, and other services typical of the time.


The model adopted by the City/County provided for an Account Executive from SCT to perform the
functions common for an IT Director. Technology planning, business consulting, requirements
development were part of the purview of SCT employees, as well as the procurement of software
and hardware and operations. At the time, the outsourcing model employed by the City/County
was ahead of its time. Since then, technology has become a required element for many of the
service delivery and economic development strategies cities and counties are implementing. The
public sector outsourcing market has adapted in response to the growing role that technology now
plays in local government. Many cities and counties continued to outsource their day-to-day
technology functions, but began to build staffs of people that could help public sector executives
plan for using technology in strategic ways. The positions of Chief Information Officer and Chief
Technology Officer became more common.


A study performed by the Gartner Group for the City/County in 2002 recommended that several
functions being performed by the Service Provider, such as IT Director, IT strategic planning and
procurement, and contract management and governance be performed by a reconstituted internal
IT department. This study led to the creation of the Chief Information Officer role and was filled
in 2003 by the current CIO, Matthew B. Arvay. However, the other positions continued to be
performed by a mix of different vendors.         Te City/County may implement the remaining
recommendation that City/County employees perform more of the planning functions, but for the
immediate period, those services will be continue performed by a consultant and are described in
this section. These consultants will fill these roles until the City/County is able to create new
positions and find suitable candidates for employment.


The plan for this offering is to request resumes for personnel uniquely qualified to fill positions
critical to the City/County’s success in using technology strategically. The expertise required
includes:
      Vendor management of Service Areas 1 and 2.
      Technology Planning, including but not limited to network and data planning, standards
       and policy development, strategic planning, etc.
      Procurement, budgeting, finance and administration, including license         and contract
       management

 11.1.1 Goal
The overall goal is to focus more attention on the strategic ways the City/County can use
technology at the same time creating a more responsive relationship model with the operations
outsourcing vendors.




City of Evansville/Vanderburgh County                                                        123
Department of Information Technology - Request for Services (RFS)
 11.1.2 Hardware and Software
It is expected that the role of vendor management, technology planning and finance and
administration will be on site and full time positions. Network connectivity, personal computers
and other tools will be supplied by the City/County.

 11.1.3 Work in Progress and Future Initiatives
The City/County currently has a number of applications in progress that are covered within the
scope of this RFS. The technology consultants will likely be overseeing some of those projects.
The role in supporting these activities may include taking over project management, developing
budgets, etc. A listing of these projects is provided in Exhibit 14.4, Annual Work Plan.

 11.1.4 Facilities
The City/County will provide office accommodations and other facilities to house technology
consultants located on site at City/County business locations. However, the Service Provider is
under no obligation to use any space currently provided by the City/County in the provision of
these services.

11.2 Technology Consulting Services Requirements
This section includes a description of technology consulting services

 11.2.1 Technology Consulting Services
This section describes the activities associated with the oversight of the day-to-day management
of the Service Providers selected for Service Areas 1 and 2, as well as the long term planning for
the use of technology at the City/County. Responsibilities include:
      Oversee the service level attainment of Service Providers
      Align the City/County’s Strategic technology plan with customer requirements
      Evaluate emerging technologies and determine integration feasibility.
      Review, construct and establish standards and architecture plans; develop policies and
       procedures.
      Ensure that operational, technical & architectural plans are supported and aligned with
       strategic & business plans.
      Oversee application architecture, design & development, QA, project management, and
       systems testing.
      Provide support for development & testing environments.
      Evaluate 3rd party suppliers of information technology
      Manage special projects

 11.2.2 Finance and Administration
Currently, the City/County relies on the outsourcing provider to purchase many goods and
services, from the selection to the pricing and acquisition of those goods and services.
It is the City/County’s plan to assume much of the responsibility for making choices regarding
which technology and 3rd party suppliers will be used, how much the City/County will spend, and
what the terms of the agreement will be.
Managing the financial relationship with multiple vendors will necessarily require City/County
resources to select, track and manage contracts. In addition, the nature of the application




City of Evansville/Vanderburgh County                                                        124
Department of Information Technology - Request for Services (RFS)
development request-for-services will require personnel familiar with technology procurement and
contracting.
The responsibilities of the IT Financial Officer include:
      Maintain all necessary agreements and licenses
      Develop and document asset acquisition and tracking requirements and policies
      Ensure the quality of the asset management tracking of Service Providers
      Develop and maintain a list of pre-approved suppliers
      Develop statements-of-work and request-for-services for suppliers
      Determine best pricing available, whether from government sources, Service Providers,
       etc.
      Identify creative sources of financing for technology, including leasing options, grants,
       loans, etc.
      Manage and track purchase orders
      Negotiate contracts
      Lead annual budget process for City/County
      Develop financial reports for City/County departments, including financial projections

 11.2.3 The Selection Process
Service Providers should provide a summary of the personnel qualifications for these roles. The
City/County is open to creative ways to perform these roles that differ from full-time on site
performance. The City/County desires a fixed price for these services. However, other options
will be considered and should be described in the pricing worksheet after providing first a fixed
price option.




City of Evansville/Vanderburgh County                                                           125
Department of Information Technology - Request for Services (RFS)
12 Pricing Instructions

12.1 General Financial Requirements
This section specifies the City/County’s general financial requirements and pricing response
format spreadsheet(s) that have been provided with the RFS package that should be completed
and submitted with the RFS response.


The remaining sections describe the spreadsheets that accompany this RFS.

12.1.1 Pricing Structure
The Service Provider must provide a single price for each service area as described in the
schedules to this RFS. This price is all-inclusive for the specified support services for the volumes
specified in Sections 7-10. Unless otherwise noted, fees for the services listed in Section 7.1,
Common Services shall be included as an inherent component in support of other services
covered in this RFS.


The Service Provider is to also provide a detailed price breakdown for each of the services
described in the SOWs. The pricing breakdown structure specified in the Core Services Pricing
Workbook and the Application Development and Technology Consulting Workbook
included separately must be followed.
      The pricing comprises all necessary costs, including all applicable taxes, duties, licensing
       and leasing fees incurred.
      All assumptions upon which the pricing is predicated must be clearly identified and
       explained in the Assumptions tab of each workbook.
      Any applicable taxes, duties, licensing and leasing fees, and charges must be identified in
       the pricing proposal and shown separately from charges for the services.


There are a number of areas where the Service Provider is invited to propose an alternate
solution. One example is in the Desktop Services statement of work where pricing for seat
management is an alternative to the current method of charging for desktop support.
In each area where an alternative solution is proposed, a supplemental pricing sheet should be
completed describing the costs in detail.

12.1.1.1       Best and Final Offer
The Service Provider must provide an aggregate best and final offer to provide the support
services described in this RFS. The pricing should be all-inclusive of all labor and materials to
deliver the services as specified in the SOWs. The Service Provider assumes all liability for any
omissions.


The Service Provider must provide complete billing algorithms for the services, including, but not
limited to, the definition of all data sources (monitor description, records and fields), the precise
formula for calculating charges, and all constants or factors used in the formula. The treatment of
overtime for billing purposes must be specified, if applicable. The Service Provider must detail
how changes to these conversion factors and/or other algorithm components are established over
time.




City of Evansville/Vanderburgh County                                                          126
Department of Information Technology - Request for Services (RFS)
12.1.2 Transition Services and Fees
Transition services fees should be quoted separately for each service within each SOW as a single,
fixed price. The Service Provider is required to quote project milestones and target dates for
accomplishing the transition services for each SOW. However, the transition services fees will be
fixed regardless of the project milestone dates actually achieved.


All additional one-time charges and payments that are required as part of the initial transition
services should be included in the transition services fees. These charges shall include, but not be
limited to, software license transfer fees, contract reassignment fees, lease buyout/termination
fees, hardware and software upgrade expenses, and asset purchases.


The City/County reserves the right to (i) pay the transition services fees separately as a one-time
expense, or (ii) pay the fees as an element of the monthly fees by amortizing and billing the
transition services fees over the life of the contract.

12.1.2.1       Annual Fees
The annual fees will be based upon an annual service baseline that will set the quantity, size and
scope of the services environment at the commencement of the contract and annually thereafter
(annual baseline). A ―dead-band‖ allowance that provides for services growth and reduction within
a mutually acceptable volume percentage variance above and below the annual baseline will be
established, within which the annual baseline can fluctuate without incurring additional fees.


In the initial year of the contract, the annual baseline and the respective annual fees will be based
upon the ―as-installed‖ services environment that is defined within this RFS. For subsequent
contract years, the annual baseline and the annual fees will be determined based upon the
existing ―as-installed‖ service environment current at the time of the contract anniversary. The
City/County will estimate annual projections for services capacity increases or decreases used in
establishing the annual baseline and the annual fees for each subsequent year.


The annual fees will be the beginning base contract fee at the commencement for each contract
year, and will be payable incrementally on a monthly basis (monthly fees).

12.1.2.2       Resource Usage Fees
The annual fees stated and defined above will be subject to periodic adjustment, as a result of
changes in the resource usage baseline, according to the incremental pricing as specified in the
Add/Delete Unit Rate Sheet in the Core Services Pricing Workbook. Changes not provided for
in the rate sheet schedule will not qualify for adjustment to the annual fees.


The annual fees for each contract year will be based on the annual baseline for the immediately
previous year, adjusted by the City/County authorized incremental resource usage increases or
decreases that have been implemented during the contract year.


The monthly fees will be subject to incremental adjustment for changes in resource usage
volumes, limited to the unit rates as specified in the Add/Delete Unit Rate Sheet. Unless otherwise
specified and agreed upon, charges not provided for in the Add/Delete Unit Rate Sheet will not
qualify for adjustment to the monthly fees. Changes in the monthly fees, resulting from changes
in resource usage, will be made on a monthly basis to be effective for the next month’s billing,
and adjusted for changes using the Add/Delete Rate Sheet as changes occur and annually.




City of Evansville/Vanderburgh County                                                          127
Department of Information Technology - Request for Services (RFS)
Add/Delete Units
Add/delete units are the means to determine increases or decreases of the usage of IT resources
(resource usage). Multiple resource units have been defined for each of the services in the tables
included in this section.


Add/Delete Unit Rates
Each add/delete unit has a unit value or rate assigned to it and is in effect for the duration of the
contract year that the services are provided. All adjustments to the annual fees or monthly fees
resulting from add/delete units used and/or consumed by City/County will be calculated based
upon the unit rates specified in the Add-Delete Unit Rates Worksheet.

12.1.3 Non-Chargeable Activities
Without limitation, City/County has no obligation to pay for any increased resource usage to the
extent that it is attributable to the following:
   1. System Changes - Any system change that results in a resource usage increase that is
      made by the Provider or its authorized subcontractor(s), which the City/County did not
      request and approve in advance through a formal change control process.
   2. Planned Growth - Any annual baseline resource increase that is budgeted for and
      included within the annual fees as initially projected by City/County and priced by the
      Provider.
   3. Technology Adjustments - Any annual baseline resource increase as may be periodically
      adjusted and which is included at no additional charge within the annual fees as a result of
      mutually agreed upon technology planning resource usage.
   4. Provider Corrections - Any action required or elected to be taken by the Provider to
      correct or remedy any error or performance failure by the Provider or any third-party entity
      acting on the Provider’s authority to provide the services specified in the RFS or
      agreement.

12.1.4 Terms of Payment
Refer to appropriate schedule for contract payment terms and conditions.

12.1.5 Definitions
   1. Add/Delete Unit - means the addition or deletion of a resource.       Add/delete units in
      each designated service category are set out in Core Services Pricing Workbook.
   2. Add/Delete Unit Rate - for any year of the agreement, means the charge for usage of a
      single resource unit.
   3. Baseline - for any year of the agreement, means the City/County’s estimate of the
      quantity of resource units based on this SOW and its schedules.
   4. “Use” or “Usage” - in relation to any Resource Unit, which is based on devices, is to be
      based on the number of devices in use at the start of the first business day of the relevant
      month.




City of Evansville/Vanderburgh County                                                          128
Department of Information Technology - Request for Services (RFS)
12.2 Pricing Templates
A set of pricing templates (in the form of Microsoft Excel spreadsheets) is included in this RFS as
Core Services Pricing Workbook, and Application Development and Technology
Consulting Workbook. The template includes fee summary sheets, as well as individual detailed
fee worksheets that the Service Provider is required to complete for each of the service areas
described above, including ongoing resource consumption charges, one-time transition charges,
management fees, and other applicable fees.          The following sections describe the pricing
templates.

12.2.1 Core Services Pricing
The Core Services Pricing Workbook is a composite MS Excel workbook containing multiple
worksheets, each pertaining to the different service areas for which the Provider may provide
support and pricing.


This Core Services Workbook includes worksheets for both one time and recurring charges, as well
as worksheets for add/delete unit rates and hourly T&M labor rate sheets for the following
services:
   1. Service Area 1: Help Desk, Desktop and Network Services
   2. Service Area 2: Mainframe – VAX and Water Department AS/400 Services Environment

The following table defines the contents of the Core Services Pricing Workbook.xls. The
pricing response document is being provided under separate cover to this SOW and is provided
specifically for use by the Service Provider in preparing its pricing response for this SOW.


Table 114        Core Services Pricing Format Contents

  Spreadsheet Title            Description
  Instructions                 Instructions for completing the pricing workbook
  TOC                          Pricing workbook table of contents
  Summary—Year 1               Pricing worksheet summary for year one. This sheet automatically rolls
                               up project pricing across all other worksheets.
  Summary—Year 5               Pricing worksheet summary year five. This sheet automatically rolls up
                               project pricing from the Summary—Year 1 sheet. The Service Provider
                               provides projected pricing for years two through five, which are then
                               automatically totaled for all years.

  Help Desk—Recurring          Pricing worksheet for monthly recurring pricing for Help Desk Services
  Desktop—Recurring            Pricing worksheet for monthly recurring pricing for Desktop Computing
                               Services
  Network and Server —         Pricing worksheet for monthly recurring pricing for Network and Server
  Recurring                    Services
  Mainframe –Recurring         Pricing worksheet for monthly recurring pricing for Mainframe Services
  Water Department AS/400      Pricing worksheet for monthly recurring pricing for Water Department
                               AS/400 Services
  Help Desk—Transition         One-time transition/start-up charges for Help Desk Services
  Desktop Services—            One-time transition/start-up charges for Desktop Services



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Department of Information Technology - Request for Services (RFS)
  Spreadsheet Title            Description
  Transition
  Data Network—Transition      One-time transition/start-up charges for Network Services
  Mainframe – VAX —            One-time transition/start-up charges for Mainframe Services
  Transition
  Water Department AS/400      One-time transition/start-up charges for support of the Water
  Services                     Department’s AS/400 and applications
  Add/Delete Unit Rates        Add/Delete Unit Rate Sheet for monthly additions/deletions to baseline
  Hourly Rate Sheet            Worksheet for itemizing Service Provider’s hourly rate structures for
                               project personnel
  Assumptions                  Pricing worksheet for the Service Provider to itemize all assumptions
                               upon which its pricing is dependent

12.2.2 Application Development and Technology Consulting Pricing
The following table defines the contents of the MS Excel document, Application Development
and Technology Consulting Workbook.xls. This document is being provided under separate
cover to this RFS, and is provided strictly for the Service Provider’s use related to the pricing
format requirements of this RFS.


This Application Development and Technology Consulting Workbook includes worksheets for both
once-off and recurring charges, as well as worksheets for hourly time and material (T&M) labor
rate sheets for the following services:
   1. Application Development Services
   2. Technology Consulting Services


Table 115        Application Development and Technology Consulting Services Worksheet
Contents

  Spreadsheet Title            Description
  TOC                          Pricing workbook table of contents
  Instructions                 Instructions for completing the pricing workbook
  Application Development      Worksheet for Service Provider to use in providing application
  Rates                        development rates
  Technology Consulting        Pricing worksheet for Technology Consulting Rates
  Rates
  T&M Rate Card                Pricing worksheet for itemizing hourly rate structures for possible project
                               personnel not specifically described in the SOW.
  Pricing Assumptions          Pricing worksheet for the Service Provider to itemize all assumptions
                               upon which its pricing is dependent




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Department of Information Technology - Request for Services (RFS)
13 Exhibit Table
1. Offsite Locations Where Services are Provided (*Note: This may not be a complete list).
2. Acronyms and Common Definitions
3. Hardware Inventory
4. Annual Work Plan
5. Severity Level Descriptions
6. Consolidated SLRs
7. Third-Party and Packaged Application Inventory
8. Call Volumes, Call Types, and Trends
9. Desktop Software Inventory
10. Supported Applications
11. Milestones
12. Court Desktop Image



13.1 Offsite Locations Where Services are provided

                                                                                             Concurrent
                          Name                                          Address                Users
Animal Control                                              815 Uhlhorn St
Central Dispatch                                            1331 Harmony Way
Coroner                                                     201 S Morton Ave
City Maintenance                                            1304 Waterworks Rd
Emergency Management Agency                                 708 Stanley Ave
Environmental Protection Agency                             100 E Walnut St
Fendrich Golf Course                                        1900 Diamond Ave
Evansville Fire Dept                                        550 SE Eight St
EFD Hose House 1                                            750 SE Eighth St
EFD Hose House 2                                            3601 Maxx Rd
                                                                   th
EFD Hose House 3                                            310 N 4 Avenue
EFD Hose House 4                                            1200 Oak Hill Rd
EFD Hose House 5                                            2413 W Maryland St
EFD Hose House 6                                            6521 Washington Ave
EFD Hose House 7                                            1050 S Barker Ave
EFD Hose House 8                                            2003 N Kentucky Ave
EFD Hose House 9                                            2020 Keystone Dr
EFD Hose House 10                                           120 E Columbia St
EFD Hose House 14                                           545 S Willow Rd
EFD Hose House 15                                           1711 S Weinbach Ave
EFD Hose House 16                                           2801 Washington Ave
EFD Hose House 17                                           425 W Mill Rd
Helfrich Golf Course                                        1550 Mesker Park Dr



City of Evansville/Vanderburgh County                                                           132
Department of Information Technology - Request for Services (RFS)
Housing Authority                                           500 Court St
Levee Authority                                             1300 Waterworks Rd
Lloyd Pool                                                  6101 N First Ave
Locust Hill Cemetery                                        3800 Kratzville Rd
McDonald's Golf Course                                      2905 E Morgan Ave
Mesker Park Zoo                                             2421 Bement Ave
Metropolitan EVV Transit System                             601 John St
Oak Hill Cemetery                                           1400 E Virginia St
Parks & Recreation                                          100 E Walnut St
Police Department                                           15 NW ML King Jr Blvd
EPD East Sector                                             4900 Shamrock Ste 105
EPD South Sector                                            315 Taylor
EPD West Sector                                             619 N Main St
Roberts Stadium                                             2600 Division St
Street Maintenance                                          1304 Waterworks Rd
Swonder Ice Rink                                            209 N Boeke Rd
Traffic Engineering                                         1304 Waterworks Rd
Water Operations                                            1931 Allens Ln
Water Filtration Plant                                      1301 Waterworks Rd
Wastewater Treatment system, East Plant                     1500 Waterworks Rd
Wastewater Treatment System, West Plant                     900 S Tekoppel Av
Burdette Park                                               5301 Nurrenbern Rd
Central Dispatch                                            1331 Harmony Way
Coroner                                                     201 S Morton Av
                                                                      th
County Engineer                                             201 NW 4 St Suite 307
Drug & Alcohol Deferral Service                             111 NW Fourth St
Health Department                                           420 Mulberry St
WIC- Fulton                                                 1428 Florence
County Highway Dept                                         5105 N Saint Joseph Ave
Local Emergency Planning Committee                          708 Stanley Ave
                                                                      th
Veteran’s Services                                          201 NW 4 Suite 303
Weights & Measures                                          204 SE 6th St
Adult Probation                                             501 John St Suite 11
Armstrong Township Office                                   17500 St Joseph Ave
German Township Assessor                                    4700 Mesker Park Dr
Perry Township Assessor                                     2814 Mt Vernon Av
Scott Township Office                                       1730 Montview Dr
Union Township Office                                       8405 Roth Rd
Urban Forestry                                              1400 E Virginia St




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Department of Information Technology - Request for Services (RFS)
13.2 Acronyms and Common Definitions
Table 116

                                             Acronyms
ADA       Americans with Disabilities Act            Kbits          Kilobits
ASA       Average Speed of Answer                    kbps           Kilobits Per Second
ASCII     American Standard Code for                 Kbytes         Kilobytes
          Information Interchange
ASP       Active Server Pages                        LAN            Local Area Network
ATM       Asynchronous Transfer Mode                 MB             Megabit or Megabyte
CAD       Computer Aided Design (sometimes           Mbit           Megabit
          seen as CAD/CAM
CDRO      Compact Disk Read Only Memory              Mbyte          Megabyte
M
CIO       Chief Information Officer                  Mbps           Megabits per Second
CMM       Capability Maturity Model                  Mhz            Megahertz
COTS      Commercial off the Shelf (software)        NCIC           National Crime Information
                                                                    Center
CPU       Central Processing Unit                    PC             Personal Computer
DBMS      Data Base Management System                PDA            Personal Digital Assistant
          (RDBMS for Relational)
DCS       Distributed Computing Services             RAM            Random Access Memory
DNS       Domain Name Service                        RDBMS          Relational Data Base
                                                                    Management System
DoIT      Department of Information                  RFS            Request For Services
          Technology
DS1       Digital Signal (level)1                    ROM            Read-Only Memory
DS3       Digital Signal (level) 3                   SE-CMM         Systems Engineering
                                                                    Capability Maturity Model
ESP       External Service Provider                  QA             Quality Assurance
FDDI      Fiber Distributed Data Interface           SEI            Software Engineering
                                                                    Institute
FTE       Full Time Equivalent                       SLA            Services Level Agreement
FTP       File Transfer Protocol                     SLR            Service Level Required
GB        Gigabyte                                   SMTP           Simple Mail Transfer
                                                                    Protocol
GIS       Geospatial (Geographic) Information        SOAP           Services Oriented Access
          System                                                    Protocol
HTTP      Hypertext Transfer Protocol                SONET          Synchronous Optical
                                                                    NETwork
Hz        Hertz (cycles per second)                  SOW            Statement of Work
IEEE      Institute of Electrical and Electronics    SPOC           Single Point of Contact
          Engineers
HAT       HEAT Asset Tracker                         SQL            Structured Query Language




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Department of Information Technology - Request for Services (RFS)
HEAT      Application used by Help Desk to log        TBD                To Be Designed/Determined
          and track calls
I/O       Input/ Output                               TCP                Transmission Control
                                                                         Protocol
IMAC      Install, Move, Add or Change                TCP/IP             Transmission Control
                                                                         Protocol/Internet Protocol
IDACS     Indiana Data and Communications             VCSD               Vanderburgh County Sheriffs
          System
IP        Internet Protocol                           Vendor             Service Provider
EPD       Evansville Police Department                VPN                Virtual Private Network
ISP       Internet Service Provider                   WAN                Wide Area Network
IT        Information Technology                      WAP                Wireless Access Point
JSP       Java Server Pages                           WWW                World Wide Web



Definitions
ATM                         Asynchronous Transfer Mode is a technology for multiplexing and
                            switching small units of data called cells. ATM is sometimes called cell
                            switching.
Authentication              A security process designed to establish the validity of a transmission,
                            message or originator or to verify an individual’s eligibility to receive
                            specific categories of information.
Authorization               The process of granting or denying access to system objects based on
                            an individual or entities identities, roles or other qualifying
                            characteristics (e.g. clearance level).
Availability period         The amount of time the system(s), or the total system, is functioning
                            so that the customer can get work done
Backoffice                  A suite of network server software products that includes; file and
                            application server, an SQL database server, a systems management
                            server, a system network administration server, and an e-mail server
City/County                 City of Evansville / Vanderburgh County
Close of Business           6:00 p.m. local time at the installation where the service is to be
(COB)                       provided.
Close of Business           6:00 p.m. local time the day after a trouble ticket was issued.
Next Business Day
Contract                    The first day of the transition period. The Provider is not responsible
Commencement                for operations.
Contract                    The first day after the end of the transition period when the Provider
Implementation              becomes responsible for outsourcing operations.
Contract Signing            The day the contract is signed. Also contract execution.
Confidentiality             Assurance that information is not disclosed to unauthorized entities or
                            processes.
Contiguous Hours            The block of time    from when a trouble ticket is placed until the trouble
                            ticket is resolved   regardless of whether or not the principal period of
                            maintenance has      ended. However, the trouble ticket must have been
                            placed during the    principal period of maintenance.




City of Evansville/Vanderburgh County                                                              135
Department of Information Technology - Request for Services (RFS)
Custom Applications         These applications are    software programs and/or systems developed
                            specifically to perform   a City or County function. These applications
                            are not available as a    Commercial-off-the-shelf software product. A
                            software development      company, City contractor, or employee may
                            write the software.
Customer Satisfaction       Customer satisfaction is how pleased the customer is with the services
                            provided by Service Provider.
Data Encryption             The government approved cryptographic algorithm for the protection
Standard (DES)              of unclassified data. DES, which was approved by the National
                            Institute of Standards and Technology (NIST), is intended for public
                            and government use.
Data Integrity              Condition that exists when data is unchanged from its source and has
                            not been accidentally or maliciously modified, altered or destroyed.
Data Privacy                Protect information from being disclosed or revealed to unauthorized
                            entities (also known as confidentiality).
Denial of Service           Any action or series of actions that prevent any part of a system from
                            functioning in accordance with its intended purpose. This includes any
                            action that causes unauthorized destruction, modification or delay of
                            service.
Desktop                     Services provided in the operation and maintenance of an individual’s
Administration              desktop computer. This includes services such as installation of a new
                            system, hardware upgrades, relocation and removal of hardware,
                            installation and upgrade of software applications and operating
                            system. It also includes configuration of hardware and software,
                            backup and restore, performance monitoring and tuning, problem
                            tracking and error detection, needs assessment, procurement,
                            disposal, and inventory management.
Desktop Computer            Distributed computing resource, either networked or standalone,
                            consisting of a CPU, keyboard, monitor, and a screen manipulation
                            device, such as a mouse. This typically includes PCs, UNIX based
                            workstations, and terminals. This definition excludes mainframes,
                            supercomputers and midrange computers.
Desktop                     The hardware and software characteristics associated with a desktop
Configuration               computer (UNIX, PC). Hardware characteristics include: CPU, RAM,
                            and amount of disk storage, size of monitor, cards installed in the
                            system unit, and devices attached directly to the system unit.
                            Software characteristics include: identification of COTS application
                            software in use on the workstation, operating system, and a
                            description of any commonly distributed custom applications.
Digital Signature           An authentication mechanism that allows any recipient to prove the
                            source and integrity of received data. The authentication process
                            involves making a mathematical summary (known as a hash) of data
                            and signing the hash with a private key known only to a specific
                            authorized user. Any other user who has the corresponding verification
                            public key can verify the signature. A digital signature provides a
                            guarantee to a recipient that the data from the person who sent it and
                            that is was not altered since it was signed.
Digital Signature           The government approved algorithm which implements the Digital
Algorithm (DSA)             Signature Standard (DSS). This is the government approved standard
                            for digital signatures.
Disentanglement             To release from involvement or entanglement.


City of Evansville/Vanderburgh County                                                         136
Department of Information Technology - Request for Services (RFS)
Distributed Software.       This is software utilized by the end user, either directly or indirectly,
                            to do their work. The software may be resident on the desktop
                            computer, or on a shared device such as an application server.
                            Desktop software is divided into three types: operating system,
                            utilities, and applications.
                               Operating system software includes, but is not limited to, Windows
                                2000, Windows XP, Windows NT, and UNIX.
                               Utility programs perform functions such as disk management, file
                                backup/recovery,     file compression,   memory management,
                                security, and virus protection.
                               Application programs encompass a wide variety of programs
                                required by the end users to perform their work. Examples of
                                programs in this category are word processors, spreadsheets, e-
                                mail, desktop publishing, programming languages, compilers, data
                                base managers, and engineering tools.


Downtime                    The amount of time when an end user’s access to SP services is
                            impaired. Downtime for each incident shall be the period between the
                            time of failure and the time that the system is returned to the
                            Government fully operational.
Due Diligence               The purpose of Due Diligence is for the Provider to validate the
                            inventory and environment portrayed during the master contract
                            award and account for any changes which have occurred between
                            contract award and the client.
E-Government                Increase convenience for taxpayers by moving services to the web in
Services                    order to make it faster and cheaper to interact with citizens.
Encryption                  The process of scrambling data in a highly controlled manner. After
                            encryption, the data is unreadable. Before a recipient can read
                            encrypted data, it must be decrypted or unscrambled. Encrypted data
                            is sometimes referred to as cipher text; unencrypted data is
                            sometimes referred to as plain text.
End-to-End                  The protection of information passed in a telecommunications system
Encryption                  by cryptographic means, from point of origin to point of destination.
Infrastructure              The active and passive components used to transfer information
                            between two points. Infrastructure includes, but is not limited to,
                            cable plant, premise wiring, phone switch, routers, hubs,
                            concentrators, Ethernet switches, and antennae.
IDF                         Intermediate Distribution Facility: Usually refers to a wiring closet or
                            central point where all of the connections originate.
Internet Tools.             Commercial-off-the-shelf software products that allow an individual to
                            perform functions on the Internet, such as web browsing, file transfer,
                            web server, and telnet
Interoperability            The concept of having free and open methods to share data and IT
                            services among different products of a similar functional capability.
                            Interface standards are adhered to for the maintenance of service
                            availability and consistent access methods. The use of proprietary
                            features is discouraged. Functional categories for service for which the
                            City/County has defined interoperability standards include: desktop
                            systems; server systems; printing; network communications; word
                            processing, spreadsheet and presentation applications; calendar and



City of Evansville/Vanderburgh County                                                          137
Department of Information Technology - Request for Services (RFS)
                            scheduling applications.
Key Exchange                A means of exchanging a cryptographic key from one entity to another
                            in a secure fashion.
Key Exchange                A National Security Agency (NSA)-designed algorithm to exchange
Algorithm (KEA)             secret keys.
Key Management              The process of managing keys. This includes ensuring that key values
                            generated have the necessary properties and making keys known in
                            advance to the parties that will use them. The process also ensures
                            that keys are protected as necessary against disclosure and/or
                            substitution.
LAN Standard                A service level that provides a single standard Fast Ethernet (typically
                            100baseT) or Fiber Distributed Data Interface (FDDI) connection with
                            a guaranteed throughput capability of 50 megabit per second for files
                            of 10 megabytes or less in size.
LAN Slow                    A service level that provides a single standard Ethernet connection
                            (typically an IEEE 802.3 10baseT) with a guaranteed throughput
                            capability of 5 megabit per second for files of 1 megabyte or less in
                            size.
Legacy                      Old or outdated systems and software.
Local Area Network          Data network system used to provide connectivity within a client's
(LAN)                       logical boundary. In most cases the extent of a client's logical
                            boundary can be defined by the service area associated with a given
                            client's assigned TCP/IP address space. This includes inter- and
                            intrabuilding cable plant or fiber plant, institutional network
                            connections, backbones, and any active or passive components
                            required providing service from the desktop up to any non-Provider,
                            LAN or WAN/ISP interface.
Moves, Adds, and            The de-installation, move, and re-installation of system hardware.
Changes                     This also includes installation of system software and catalog software
                            when ordered.
Network                     A collection of Local Area Networks under the administrative control of
                            one organization (usually a client). Networks typically use backbone
                            technology to interconnect LANs and are themselves interconnected
                            with the City/County’s WAN.
Network Interface           A network interface consists of the physical, logical and management
                            connections where there is a distinct change in management
                            responsibility or technical implementation. This can occur between two
                            distinct networks or between a user device and its supporting network.
                            For the purposes of this RFP, the network interface refers to the
                            interconnection between two networks, the City WAN and the Client
                            transmission system, for example.
Office Automation           Software that is used across by a client that automates office
Software                    functions. This includes, but is not limited to, word processing,
                            spreadsheet, presentation graphics, and electronic mail.
Pass Through                Costs incurred by the Provider acting as purchasing agent for the
                            City/County that are passed through the Provider’s budget to the
                            City/County as an expense with no uplift and at the best available
                            price at the time of purchase.
PDA                         Personal Digital Assistant. A small, portable, usually hand held
                            computing device. The standard supported includes Palm Operating



City of Evansville/Vanderburgh County                                                          138
Department of Information Technology - Request for Services (RFS)
                            Systems and Pocket PC.
Personal Computer           A   "standards-based"     format        for   credit-card-sized   computer
Memory Card                 input/output (I/O) cards.
International
Association (PCMCIA)
Personal Peripherals        Peripheral devices attached to individual desktops or workstations.
                            This includes printers, scanners, plotters, modems, external hard
                            disks, etc.
Protocols                   Protocols are conventions and algorithms for the transmittal of
                            information over the network. Protocols exist at various layers of the
                            stack and are often used to perform a specific function, a unique
                            network service or application. Service protocols work in conjunction
                            with the transport protocols to complete the required function(s).
                            Examples of service protocols are the Simple Mail Transfer Protocol
                            (SMTP), Simple Network Management Protocol (SNMP), File Transfer
                            Protocol, (FTP), and hypertext Transfer Protocol (HTTP).


Public-Key                  A cryptographic system where a pair of different but mathematically
Cryptography                related keys are used to separate the functions of encryption and
                            decryption. The secret (or private) key is kept secret and is used
                            mostly for decryption. The public key, which does not have to be
                            secret, is used for encryption. The mathematical relation between the
                            key is such that, given knowledge of the public key, it is not feasible
                            to determine the private key.
Remote Access               Logging into a City/County computer system through a modem to
                            execute a command or manipulate data on that system.
Remote                      The services that allow a remote user to connect with an address
Communication               assigned out of the client's internal assigned address space. Typical
                            examples of this type of connectivity include: asynchronous
                            modem/terminal server/dial-in service, and some wireless services. An
                            example of remote connectivity that does not meet this definition
                            would be dialing in through a local or national ISP (e.g. America On
                            Line) and connecting into a client via the Internet. In addition, this
                            capability can fill gaps in service until full functionality is restored.
Requirements                A traceability matrix is a tool for measuring adherence to
Traceability Matrix         requirements by associating requirements with the products that
                            satisfy them. Tests are associated with the requirements on which
                            they are based and the product tested to meet the requirement.
Return to Service           The time taken to resolve the customer’s problem so that the
                            customer has full functionality restored as specified in the service level
                            requirement.
Routing Protocols           Protocols used specifically for the purpose of providing the information
                            necessary to select and/or resolve the optimum path between the
                            required end nodes of a network based system. This includes the
                            traversal of any intermediate nodes or connection points between
                            these end nodes needed to establish a virtual communications circuit.
Scheduled Outage            The maintenance, testing, or other contractor-initiated activity that
                            impacts the user’s ability to access Provider services. A scheduled
                            outage is not considered downtime if the outage is not during prime
                            business hours and affected users have at least three days advance
                            notice.



City of Evansville/Vanderburgh County                                                            139
Department of Information Technology - Request for Services (RFS)
Secure Multipurpose         A new version of the MIME protocol that supports encryption of
Internet Mail               messages. S/MIME is based on RSA’s public-key encryption
Extension (S/MIME)          technology. MIME is a protocol for formatting non-ASCII messages so
                            that they can be sent over the Internet.
Secure Socket Layer         A protocol developed by Netscape Inc. for transmitting private
(SSL)                       documents via the Internet. SSL works by using a private key to
                            encrypt data that is transferred over the SSL connection.
Security Systems            Defined to be only those that directly support a given communication
                            service. Examples of systems that would be included are: firewall or
                            fireridge security systems, phone or fax encryption systems,
                            authentication or certification systems, and WWW or e-mail proxy
                            systems.
Server Administration       Services provided in the operation and maintenance of server. This
                            includes services such as installation of a new server and additional
                            hardware, installation and upgrade of software applications and
                            network operating system, and configuration of hardware and
                            software. This also includes account management, backup and
                            restore, performance monitoring and tuning, security monitoring,
                            problem tracking and error detection.
Service Category            A classification for a group of services associated with a specific
                            functional use of a desktop computer. This is comprised of service
                            characteristics for the type of support needed by an individual
                            performing a specific desktop computer function. A suite of services
                            will be packaged into a service category to define a service level
                            agreement. A desktop computer user will select a service category
                            from the Provider Services Catalog contract that best meets his
                            service requirements.
Service Level               A unit used to identify characteristics and metrics that define a
                            particular type of support to be provided by the Contractor. Multiple
                            service levels may be needed for a type of service, such as hardware
                            maintenance, to provide various degrees of support needed by a
                            desktop computer user.
Services                    Alternate term for the set of IT services being provided by this
                            contract.
Shared Peripherals          These are peripheral devices available to the end user through a local
                            area network. This includes printers, scanners, plotters, modems, CD-
                            ROMs, etc.
Smart Card                  A smart card is the size and shape of a standard credit card.
                            Imbedded in the plastic is a complete microprocessor, memory, and
                            I/O interface. To use a smart card either to pull information from it or
                            add data to it, you need a smart card reader, a small device into
                            which you insert the smart card. Smart cards can provide a level of
                            security higher than software-only implementations.
Software Release            The date that a software developer makes their software product
                            publicly available. This date is often used in determining when a
                            software product is deployed to the computer desktop.
SP Services                 Alternate term for the set of IT services being provided by this
                            contract.
Throughput                  This is used to describe the rate at which data can be transferred over
Capability                  a network. It means that the physical connection point into the
                            operating network would be able to support transferring information at


City of Evansville/Vanderburgh County                                                          140
Department of Information Technology - Request for Services (RFS)
                            this rate. It does not necessarily mean that the computer is powerful
                            enough to transfer information at this rate. The performance
                            requirements will correspond to the slower of either the sender or the
                            receiver of the data transfer. The throughput is to be verified with a
                            standard set of hardware and software. The validation procedure of
                            throughput capability shall be performed at any time during the day.
                            If the specifications are not met, the network shall be considered
                            down.
Transport Protocols         Protocols used specifically to provide the data transfer mechanisms
                            necessary to establish and maintain a reliable communications link to
                            transmit data across a network. These protocols are independent of
                            the media and topology of the underlying sub-networks.
Users Affected              The calculation of the number of users impaired by outages. No user
                            shall be counted more than once per hour of downtime even if more
                            than one of their SP services is not available. The total number of
                            users impaired shall not exceed the number of end users for whom SP
                            services are provided. If the number of users impaired cannot be
                            measured with certainty, the Provider shall estimate the number of
                            users impaired using the rules below based on the best information
                            available, subject to client approval.
                            1. Connectivity server, file, print, and related services - When a
                            resource is impaired or not available, those end users that have access
                            rights to that resource shall be counted as affected. If the resource is
                            accessible to a majority of end users (possibly all users), then the
                            number of users in the organization to whom the resource is primarily
                            assigned shall be counted as affected.
                            2. Connectivity Services - If the connectivity outage affects a user’s
                            access to SP services, those users shall be counted as affected. If a
                            connectivity outage only affects interfaces to non-SP services, the
                            estimated average number of users per hour who access that non-SP
                            service shall be counted as affected.
                            3. Communication Services - If a communication services outage
                            affects a user’s access to their communications service, the user shall
                            be counted as affected.
                            4. Name Services - The number of users affected shall be the number
                            of entries in the name space who receive communications services.
                            5. Desktop Seats - The number of end users who use an SP provided
                            solution for their desktop functionality shall be counted as affected.
Wireless Access             Infrastructure installed to provide wireless communications according
Points                      to approved standards in key areas of the City/County.



13.3 Hardware Inventory
Table 117        GIS NET

       Device                              Description                              Quantity
        Switch         Catalyst 4006-L3/L2                                               1
        Switch         Catalyst WS-C2948G                                                1
        Switch         Catalyst 3548 XL                                                  6
        Switch         Catalyst 3524 XL                                                 14



City of Evansville/Vanderburgh County                                                          141
Department of Information Technology - Request for Services (RFS)
       Switch            Misc Wan location switch                       12
       Switch            Catalyst 2950 XL-12                             2
       Switch            Catalyst 3550-12G                               1
       Router            Cisco 7206 VXR                                  1
       Router            Cisco 2600                                     12
       Servers           Windows                                        20

Table 118        VEN-NET

    Device                                    Description              Quantity
     Switch         Catalyst 6513 L2/L3                                       1
     Switch         Catalyst 4006-L2                                          4
     Switch         Catalyst 3548 XL                                         17
     Switch         Catalyst 3524 XL                                          2
     Switch         Misc Wan location switch                                  7
     Switch         Catalyst 2950 XL-12                                       8
     Router         Cisco 7206 VXR                                            1
     Router         Cisco 3725 Voice Router                                   1
     Router         Cisco 1750                                                2
     Router         Cisco 3745                                                1
     Servers        Health Dept Cisco VOIP                                    3
     Router         Cisco 2600                                                9
     Router         Cisco 1800                                                2
     Firewall       PIX 525                                                   2
     Firewall       PIX 515E                                                  1
      VPN           Cisco 3005                                                1
      VPN           Cisco 3030                                                1
     Servers        Computer Svc Cisco VOIP MCS 7800                          3
     Servers        Mail SPAM/Barracuda                                       2
     Servers        Windows                                                  32

Table 119        Safety Net

    Device                                     Description              Quantity
    Servers                                                                   42
    Routers        Cisco                                                      12
    Switches       Cisco                                                      15
    Firewall       PIX                                                         3
    Firewall       Watch Guard                                                 1
                   Fire remote locations (14) connected by DSL lines
                   to be replaced by T1s shortly

Table 120        Breakout of Fire Department (part of Safety Net)

    Device                            Fire Department Breakout          Quantity
   Laptops         Dell MDTs 2-4 yrs old                                      20
   Desktops        Dell Dimension Desktops - Fire Admin 3-6 yrs old            3
   Desktops        Dell Optiplex in Fire stations                             18
    Servers        Dell Servers w/ server 2000 5 years old                     2
    Servers        Compaq running NT                                           1



City of Evansville/Vanderburgh County                                              142
Department of Information Technology - Request for Services (RFS)
   Software      Desktop Software includes Windows XP, Office
                 XP Pro, Visual Fire(OSSI) supported by ETI contract

Table 121      Breakout of Police Department (part of Safety Net)

   Device                          Police Department Breakout                                Quantity
   Laptops       Dell Laptops                                                                   170
   Laptops       Panasonic Toughbooks (rugged-ized)                                              63
   Desktops                                                                                     124
                 PDC, file & print, backup file & print; Old NAV; New Crime maps; WINS;IP
                 Monitor; Thor exchange; NAV; DNS; Surf Control: Intel Server, Canonfile
    Servers      West BDC., South BDC                                                           ~16
                 East BDC, WEB Server, Crystal Server
    Routers      East Side, West side, South side, Sex Crimes, printers, Central station        ~6
                 Age varies, most out of warranty; will be refreshing 40 laptops and 3
                 desktops
   Software      Desktop OS Windows 2000 w/ 6 Windows XP

Table 122      Central Dispatch (part of Safety Net)

   Device                     Central Dispatch Breakout Detail                              Quantity
                 Compaq EVO W4000 workstations P4 1.8 ghz. 512 megabytes XP
   Wkstation     professional. Matrox Millennium G450 dual monitor video card. 4 yrs old        18
                 HP XW4100 workstations P4 2.6 ghz 512 megabytes XP professional.
   Wkstation     NVIDIA Quadro4 380 XGL dual monitor video card. 2004                            2
                 HP XW4200 workstations P4 2.8 ghz 512 megabytes XP professional.
   Wkstation     NVIDIA Quadro PCI-E series dual monitor video card;2005                         2
                 CAD Node1 Compaq Proliant ML370 PIII 1133 mhz dual processor 2.4
    Servers      gigabytes memory W2K advanced server; 2002                                      1
                 CAD Node 2 Compaq Proliant ML370 PIII 1133 mhz dual processor 2.4
    Servers      gigabytes memory W2K advanced server;2002; built in tape drive                  1
                 CAD shared disk. Compaq disk array. 9 18.2 gigabyte SCSI drives.
    Storage      Purchased around 9/2002                                                         1
                 Compaq Proliant ML370 PIII 1133 mhz dual processor 780 megabytes
    Servers      memory W2K server; 2002                                                         1
                 CAD Add-on server. Compaq Proliant ML330 PIII 1 ghz 780 megabytes
    Servers      memory W2K server;2002                                                          1
    Servers      BDC Compaq Proliant DL320 PIII 1 ghz 256 megabytes memory NT                    1
                 File and Print server. ML370 Zeon 3.2 ghz dual processor 1 gigabyte
    Servers      memory W2003 server;2005                                                        1
                 Paging server. Compaq Proliant 3000 Dual 600 mhz processor type
    Servers      unknown 256 megabytes memory W2003 server. Owned by VCS                         1
                 Athena                                                                          1
    firewall     Message switch firewall. Cisco PIX 515E                                         1
     router      Cisco 2600 router                                                               1
     switch      Cisco Catalyst 3500 series switch.                                              1
                 HP Procurve switch 2524. Part of the Motorola data-tac system but
     switch      utilized on the network.                                                        1
                 100mb wireless network. Proxim Tsunami 100 wireless bridge.
     bridge      Maintenance agreement with Proxim.                                              1



City of Evansville/Vanderburgh County                                                                 143
Department of Information Technology - Request for Services (RFS)
                 Wireless network encryption. Cipher Optics Security Gateway.                   1

Table 123      Central Dispatch Break out

                           Central Dispatch Software Breakout Detail
OSSI CAD and externals. Maintenance agreement with OSSI. Management by the Public safety IT
team and the Public Safety software committee.
Microsoft Word 97
 Microsoft Office 97
 Microsoft Office XP
 Microsoft Office 2003
 Microsoft Office FrontPage 2003
 ARCView GIS. Maintenance agreement
 Smartterm. Terminal emulation software for ATHENA and ZEUS
 Critical. Applicant testing software.



13.4 Annual Work Plan
Table 124      Annual Work Plan
              Work in Progress                                         Future Initiatives
Video Arraignment                                 Document Imaging e.g. A/P, Claims, and Contracts
Warrant Interface                                 FASBE Upgrade from VAX to Client/Server
County Engineer Office Expansion                  County Highway Inventory Management Application
DADS Document Imaging                             City KRONOS
Document Imaging of HR/Payroll Files              Online Exemption Database via Website
                                                  Installation of UltiPro HR Self Service Module on
Digital recording of court room proceedings
                                                  Website Intranet
Crystal Reports Writing for Court Staff           DPR Facility Reservation via Website
KRONOS access enhancement for the County
Clerk                                             DPR League & Class Registration via Website
Reporting and Presentation of County
Financial Data                                    DPR Sports Management via Website
UltiPro Electronic Report Distribution            Job Board via Website
IT Service Expansion for Health Department        Reverse Auction via Website
Approval Cycle                                    Integration of E-Pay via Website
Code Book Navigation                              City / County Intranet Development
E-Pay (front-end and backend APIs)                Online Chalet Reservation via Website
Intranet (performed by Vision Internet)           Clancy Replacement – City Clerk
E-Procurement (performed by Vision Internet)      Human Relations CMS
Survey Tool (performed by Vision Internet)        Wireless Networking
Laser Check-printing Solution for FASBE           Consolidation of select OpenVMS solutions onto
Mainframe Application                             Itanium platform
Health Department Server Migration
County Highway AVL
Migration of Permitting Application from
Mainframe to Client/Server – Data Conversion




City of Evansville/Vanderburgh County                                                               144
Department of Information Technology - Request for Services (RFS)
13.5 Severity Level Description
Table 125      Severity Levels

Definition of Severity Levels
Severity 1      A critical in-scope business function is unavailable or severely degraded causing a
                significant impact on processing operations.
Severity 2      A non-critical function is unavailable or severely degraded, with no reasonable
                alternative or bypass available.
Severity 3      An application or system is degraded or is unable to be fully used.
Severity 4      A problem causes a minor inconvenience for the end user but does not prevent
                system usage.




13.6 Consolidated SLRs

SLR    Short Description             SOW              Weight        Other
#                                                     for
                                                      credits
   1   Incident Response and         Common           15
       Resolution                                     15
                                                      10
                                                      10
   2   Backup and Recovery           Common           5
   3   Restoration Services          Common           10
   4   Disaster Recovery             Common           10
   5   Asset Management              Common                         $3000 per quarter for changes
                                                                    made to database after
                                                                    implementation; $2000 per quarter
                                                                    for existing data beginning 1 year
                                                                    after implementation
   6   Help Desk Response            Help Desk        5
   7   First Call Resolution         Help Desk        5
   8   Incident Closure              Help Desk        5
   9  New User Account               Help Desk        5
   10 New User Account 6-20          Help Desk        5
   11 Privilege changes              Help Desk        5
   12 Emergency disable              Help Desk        5
   13 Customer Satisfaction          Help Desk        5
       Monthly Survey
   14 New Deployment- urgent         Desktop          5
   15 New Deployment single          Desktop          10
      request
   16 MAC Urgent                     Desktop          5


City of Evansville/Vanderburgh County                                                            145
Department of Information Technology - Request for Services (RFS)
   17 MAC 1-10                       Desktop          5
   18 New Deployment Server          Network          10
   19 Production OSs,                Network and      15
       Middleware and DBMSs          Mainframe
       Availability
   20 Production Critical            Network          15
      Applications Availability
   21 Development                    Network          10
       Subsystems Availability
   22 Test Subsystems                Network          10
      Availability
   23 Production Systems             Network          15
       Online Response Time
   24 Test and Development           Network          5
      Systems Online
      Response Time
   25 Network Administration         Network          5
   26 Mainframe Production           Mainframe    /   10
      Subsystems (OSs,               Water
      Middleware and DBMSs)
      Availability
   27 Mainframe Production           Mainframe    /   10
       Critical Applications         Water
       Availability
   28 Mainframe Development          Mainframe    /   5
      Subsystems Availability        Water
   29 Mainframe Test                 Mainframe    /   5
       Subsystems Availability       Water
   30 Mainframe Production           Mainframe    /   10
      Systems Online                 Water
      Response Time
   31 Mainframe Test and             Mainframe    /   5
       Development Systems           Water
       Online Response Time
   32 Notification of Severity 1     Mainframe    /   5
      Outage                         Water
   33 Notification of Severity 2     Mainframe    /   5
      Outage                         Water
   34 Milestones on the Critical     Mainframe    /   10
       Path                          Water
   35 Application Support and        Mainframe    /   5
      Maintenance Customer           Water
      Satisfaction



13.7 Third Party and Packaged Application Inventory



City of Evansville/Vanderburgh County                               146
Department of Information Technology - Request for Services (RFS)
System/Application Name                                                    Manufacturer
Open Software Solutions (OSSI)                                             ETI, NC
Tiburon                                                                    Tiburon

Canonfile digital imaging storage system                                   Canon
OMNIXX – state interface between NCIC                                      State of Indiana
Court systems (CourtView, JuryView, Judicial Interest calculator)          Maximus
Finance and billing (FASBE, FeeManager, FeeAdmin)                          ISI
CodeMaster                                                                 LexisNexis
Clancy Parking Management                                                  Clancy
Permit systems (CityView)                                                  Municipal Software
Document Imaging (PaperVision, iDocument)                                  Digitek;Fidler
UltiPro (HR)                                                               Ultimate Software
Law on Disk
ProsLink                                                                   Proslink

13.8 Call Volumes, Call Types and Trends
 Table 126     Baseline volumes by Priority from HEAT
                                                                                                  2005 (6 mos.
Priority                       1998         1999   2000    2001     2002    2003        2004         Only)
Top priority (1)                80           2      8      10       10       19                           1
Problem affects many (2)        40                  8      16        2       52          4
Single office affected (3)     6216 10797 11112 10084             7892     5326         1044          135
Isolated / 1 Workstation
(4)                              2           2                              450         1048          706
Workaround possible (5)          2                          2        4      367         1182          296
Non Supported Service
(6)                                                                          90         534              29
Service Request (99)                                                        256          26              13


Total                          6340 10801 11128 10112 7908                 6560       3838           1180

 Table 127     Baseline Volumes by Priority from Track-It!

           Priority                  2002                 2003               2004            2005 (6 mos. only)
                                        2                  1                     21                 10
1 Emergency                             4                 25                 143                    14
2 ASAP                                22                  129                149                    182
3 High                                27                  248                435                    149
4 Medium                              48                  217                560                    482
5 Low                                 57                  112                187                    60
6 Extended Project                      2                  3                     1




City of Evansville/Vanderburgh County                                                                     147
Department of Information Technology - Request for Services (RFS)
             Priority                2002                2003                2004          2005 (6 mos. only)
7 On Hold                               2                                     6                      1


Total                                 164                735                 1502                   898

Table 128        Help Desk Baseline Volumes by Call Type from HEAT
                                                                                                         2005(6
           Call Type           1998         1999   2000         2001   2002         2003     2004         mos)
Auth. Form                                                             966          1053     348          213

Change Management                                                                    1        59          28
Client Support                 1768         3068   3326         1506   564          403      167          54
Computer Setup                                                          20          151       50          13
Consult Service                 20
Database                                                                22           4        2            1
Desktop Hardware                290         526    510          634    240          122       96          32
Desktop Software                428         917    1054         1788   938          640      217          96
Environmental                    4           2                                                1
From Email                       2
Hardware                        56
Inquiry                                      10     30           2      22           56       19           3
Installation                    28
Internet                         2
ITS Web Service                                                  12                           2            2
Mainframe App                   224         1070    22          122     20          262       57           5
Mainframe Hardware              34           24     8            8      6            10       3            2
Mainframe Software              398         146     38          248     74           46       42          27
Microserver App                                                                      20       21          13
Microserver Hardware            18           18     2            60     12           8        8            7
Microserver Software            36          200     88          406    322          185       67          32
Network                         302         168     84           92     42           78       58           6
Other                           38           14     8            14     16           8        19
Password                         4
PC Applications                 20
Print Request                                                                        26      431           6
Printer                         416         434    536          682    424          352      184          115
Printing                        126
Procurement                     456         492    452          262    234          171       41          11
Project Request                                                  2     346           39       12           4
Quick Call                     1464         3698   3072         2260   2800         2298    1541          271
Restore                                                                              18       25          20



City of Evansville/Vanderburgh County                                                                    148
Department of Information Technology - Request for Services (RFS)
                                                                                               2005(6
            Call Type               1998   1999    2000      2001      2002   2003      2004    mos)
Service Request                      64     336   2142       2218      914    580       352     218
Software                            114
Terminal                            180      6      10         4          8    2         2          1
Training                             6       2                            2    2
User                                                6          4          8    12        1
VAX Application                     110
zla Backup Trac                                                                1         1
zla Network                                                                    1
zla Root Cause                                                                 2
zla Server                                                                     14        12


Total                               6608   11131 11388       10324    8000    6565      3838    1180


Table 129        Help Desk Baseline Volumes by Call Type from Track-It!

                        Call Type                    2002            2003       2004      2005 (6 mos.)
UNCLASSIFIED                                             1                          6           4
Antivirus                                                3           23            18           1
AS400                                                                               4           1
Backup Error                                                          4             9           3
Computer Hardware                                        7           63         154            45
Computer Rebuild                                                                    4           1
Computer Software                                                                              65
Copier                                                                              3
Data request                                                                       12          17
Database Reload                                                                     1
Demonstration                                            1            1             2
Email                                                                                           3
Email                                                   16           41         107            92
Fax                                                                                 4
GIS Data                                                                                       24
GIS Data Error                                          10            6            19           6
GIS Software                                             9           149        273            130
Install Computer to CIVICNET                                          3             2           2
Instruction                                              4           11            30           6
Internet Access                                          2           16            17          18
Logon Problem                                            4           50            34           4
Miscellaneous                                            6           41         106            76
Modem                                                                               1


City of Evansville/Vanderburgh County                                                           149
Department of Information Technology - Request for Services (RFS)
                     Call Type                       2002           2003        2004      2005 (6 mos.)
Monitor                                                                            1            3
Network Access and Permissions                        27            53             50          45
Network Backbone                                      22            23             17           3
Network Management                                    13             5             5            8
Network Security                                         3           5             3            3
Network Storage                                                                    7            4
Office Migration                                                                                2
Operating System                                                                   13          17
Ordering Parts and Equipment                             2           2                          1
Password                                                            15             58          47
Printer                                                  4          41          111            55
Project                                                              1             2
ProVal Application                                       2                         4            1
Public Folder                                                                                   1
Quote                                                                                           8
Quote for Hardware/Software                                                        4            3
Restore from Backup                                      1          14             24           9
Security Lockout                                                                   6
Server                                                   1          11             14           7
Software Install                                         3          24             51          16
Software Problem                                         2          76             77          23
Spam                                                                                            3
Spy Ware                                                             8             35           9
Tape Drive                                                           1             2
Training                                                                           60           7
Update GIS Data                                                                    47          47
User Account                                                        25             40          35
User Account Change                                      1           4             6            2
VPN                                                                                1            2
Website                                               20            19             58          39
Total                                                164            735        1502            898


Table 130       Help Desk Baseline Volumes by Department from HEAT
                                                                                               2005 (6
           Department            1998    1999      2000      2001     2002    2003      2004    mos.)
Administrative Services          274     488       458       280      284     211       134         29
Area Planning                    36       92        50       28          24    9         2          4
Armstrong Township                                  16       16          4               1
Board of Public Work             44      114       196       140      142     22         1


City of Evansville/Vanderburgh County                                                           150
Department of Information Technology - Request for Services (RFS)
                                                                                         2005 (6
        Department             1998      1999      2000     2001    2002   2003   2004    mos.)
Building Authority                         4        28       18     22     24     11       9
Building Commission             44       122       284      134     158    28     40       3
Burdette Park                   40        88       100       66     80     83     19       17
Center Township                 58       114       160      122     76     37      7       1
Central Dispatch                106      164       238      224     138    41      5       4
Circuit Court                   102      472       326      392     322    351    216      43
City Clerk                      42        66        78       60     90     37     40       15
City Council                                        2                       2     19       1
City Engineer                    8         8        64       48     40     33      1
City Finance                    836      1008     1022      594     302    561    303      82
City Garage                      2        10        4         6      8      2      1
Computer Services               236      472       246      422     530    197    268      60
County Assessor                 156      150       102       72     50     36      7       15
County Auditor                  646      800       668      452     252    504    336      88
County Clerk                    518      798       904      1054    712    568    425     170
County Commissioners            258      298       258      234     132    129    81       55
County Coroner                   6         2        10                      2      5
County Council                  34        58        60       92     72     41     25       13
County Courts                                                 6      8      9      6       1
County Engineer                 10         6        8         2     32     97     22       11
County Garage                    4        20        58       52     28     22     24       35
County Recorder                 32                  58      194     56     97     40       18
County Sheriff                  80       102        36       18     32      2
County Treasurer                142      258       258      248     298    289    138      49
Division of Family &                       4                         4             1
DMD                             248      716       818      556     528    380    141      38
Drug/Alcohol                    30        60        42       22     32      9     12       15
EFD                             20        70       426      318     530    564     1
EMA                             38        18        14       26     18     14      1
EPA                             16        46        86       82     126    105    76       3
EUTS                             8        14        68       74     34            10
Evansville Police De            352      294        90      116     168    81     25       11
Functional Group                                                     6             1       4
German Township                 36        30        54       62     24      4      4
GIS                             42        42        38       32      2      3     10       7
Health Department               296      576       508      270     172    142    423      71
Human Relations                  6         6        92      106     26     25     28       11
Knight Township                 178      284       288      284     170    56     15       1




City of Evansville/Vanderburgh County                                                    151
Department of Information Technology - Request for Services (RFS)
                                                                                                     2005 (6
        Department               1998    1999      2000         2001    2002   2003        2004       mos.)
Legal Aid                         80      84       242          236     90      98          58           16
Levee Authority                   2                              2       4      4                         7
Mayor's Office                    28       6       254          112     112     76          57            6
NONE ASSIGNED                     82                30           2              1                         5
Parks & Recreation                62      52       152          166     188    138          89           30
Perry Township                    42      48        18           36      6      13          3
Pigeon Township                  134     200       286          324     190     24          6             1
Prosecutor                       216     590       480          640     534    396         236        107
Public Defender                           20        16          172     88      75          28           13
Scott Township                    20       8        12           14
Sheriff Dept                      90      92        88           84     56      56          9             4
Solid Waste Mgmt                  6                 22           54     38      15          12            7
Superior Court                   516     1675     1154          1206    762    727         361           88
Surveyor's Office                 8        2        24           8      16      12          2
The Centre                                                                                                1
Transportation Service            10      28        26           38     22      4           1
Union Township                    20      30        54           56      4      4                         1
Veteran Services                                                                                          1
Voter's Registration                                             16     32      64          46            7
Water & Sewer Utilit              34      52        34           20     32      30          5             2
Weight & Measure                  6       40        20           4       2      6
Total                            6340   10801 11128            10112   7908    6560        3838      1180


Table 131        Help Desk Baseline Volumes by Department from Track-It!

                    Department                           2002          2003         2004        2005 (6 mos.)
                                                          31           30             3              9
ACS                                                                     4             4              2
Administrative Services                                                               1
Animal Control                                            2            13            15              3
APC                                                       12           39           123              53
Armstrong Township                                                                    1
Assessors Office                                          12           35            29              22
Auditors Office                                           3             9            25              25
BPW Administration                                        5            64            62              39
BPW Animal Shelter                                        1
BPW Locust Hill Cemetery                                                1
BPW Mets Station                                          1             1
BPW Urban Forestry                                                      1


City of Evansville/Vanderburgh County                                                                 152
Department of Information Technology - Request for Services (RFS)
                    Department                         2002         2003   2004   2005 (6 mos.)
Building Commission                                     15          74     120         40
Center Township                                         1            5     57          32
City Clerk                                                                  4
City Controller                                                             2          5
City Engineer                                                       14     19          26
City Garage                                             1
City Highway                                                        12     26          12
City Maintenance                                                     2      3          1
County Commission                                                                      45
County Council                                                                         1
County Engineer                                                      7     13          3
County Highway                                                                         2
County Surveyor                                         6           24     67          26
Dispatch                                                            11     13
DMD                                                     2           93     200        119
EMA                                                                 18     22          15
EPA                                                                                    1
EPD East Sector                                                      9     49          44
EPD HQ                                                               9      1          3
EPD Old Court House                                                  1
EUTS                                                    1           15     41          45
EWSU 1301 WW Road                                                          12          1
EWSU 1500 WW Road                                                           2          3
EWSU Administration                                     1           43     98          40
EWSU Allens Lane                                        1           21     37          31
EWSU Tekoppel Ave.                                                   2
Finance                                                                                5
Fire Department                                                      9      9
German Township                                         1            3      9          10
GIS Department                                          42          79     127         65
Health Department                                                                      7
Knight Township                                         8            9     40          20
Knight Township Fire Dept                                                   1
Locust Hill Cemetery                                    2            3      9
Mayor Office                                                               15          21

Mesker Park Zoo & Botanic Gard                                                         3
Mets Station                                            1           19     30          11
Oak Hill Cemetery                                       2            4     41          14




City of Evansville/Vanderburgh County                                                   153
Department of Information Technology - Request for Services (RFS)
                    Department                         2002         2003   2004   2005 (6 mos.)
Parking Garage                                                                         1
Parks and Recreation                                                        10         3
Perry Township                                          3            3      19         7
Pigeon Township                                         5           17      54         30
Public                                                              10      27         15
Purchasing & Supply                                                         1
School Corp                                                                 3          8
Scott Township                                          4            2      16         4
Traffic Control                                                      1      1          1
Transportation                                                       1
Urban Forestry                                          1           16      18         11
Weights & Measures                                                                     2
VCS Command Post                                                            12         2
VCS HQ                                                               1      4          7
Voters Registration                                                  1      6          3
Zoo                                                                         1
Total                                                  164          735    1502       898
More detail regarding 2005 call volumes is available upon request.

13.9 Desktop Software Inventory
Software Name
Pathworks
WordPerfect Office Suite
MS Office Products (97-2000,XP)
PC Anywhere
Monarch Report Explorer
Visual dBase
Adobe Acrobat
Intellisynch
Internet Explorer
Netscape
Microsoft Proxy Client
Lotus Smart Suite
OmniPage Pro
Iomega Ware
Standard Registry
IDIS
Veritas Backup Exec
Windows Media Player



City of Evansville/Vanderburgh County                                                   154
Department of Information Technology - Request for Services (RFS)
ActiveSync
Palm Desktop
Dame Ware
Print Key
Roxio
CE Quadrant
Nero
HP Record Now
Norton Utilities
ArcView
HP Scanjet
FTR Gold
Smart Term Essentials
PowerTerm
Carbon Copy
PeachTree
Citrix MetaFrame Client



13.10 Supported Applications
System/Application        Lang     Plat      .COB    Lines   .COM   Lines   In        Primary
Name                               form              (K)            (K)     House     Dept.
                                                                            Support
Tax      billing   and    COBOL    VAX       1341    954     848    32      Y         Treasurer,
collection (PropTax)                                                                  Auditor
        Exemption         COBOL    VAX
        Tax warrants      COBOL    VAX
Property Sale             COBOL    VAX       23      11      10     .149    Y         Treasurer
Check        deception    COBOL    VAX       6       .631    7      .275    Y         Prosecutor
(PDCU)
Marriage license          COBOL    VAX       37      32.1    21             Y         Clerk         of
                                                                                      Court
Timekeeping               COBOL    VAX                                      Y         EPD, VCSO
FASBE                     COBOL    VAX                       2500   45      N; ISI    Controller &
                                                                                      Auditor
KRONOS Time file          COBOL    VAX       665     224     178    3.4     Y         Finance
PDS (Payroll)             COBOL    VAX                                      Y         HR
Building permits and      COBOL    VAX       106     38      31     .492    Y         Building
licenses (BLDG)                                                                       Commission,
                                                                                      Licenses and
                                                                                      Permits
Area Plan       Permits   COBOL    VAX       32      11      10     .267    Y         Planning
(APC)                                                                                 Commission,



City of Evansville/Vanderburgh County                                                         155
Department of Information Technology - Request for Services (RFS)
                                                                                       Permits
Code Enforcement         COBOL     VAX                                     Y           Building
                                                                                       Commission,
                                                                                       License  &
                                                                                       Permits
Voter Registration       COBOL     VAX       272     129     195    3.7    Y           Voter
                                                                                       Registration
Bureau                   COBOL     VAX       33      7.1     34     1.9    Y
Jury Circuit Court       COBOL     VAX       20      7.1     23     .277   Y           Court
Jury Superior Court      COBOL     VAX       23      7.5     21     .240   Y           Court
Legal                    COBOL     VAX       22      4.7     10            Y           Court
Court systems                      C/S                                     Admin       Court
(CourtView,                                                                only
JuryView)
Permit systems                     C/S                                     Admin       Building
(CityView)                                                                 only        Commission,
                                                                                       Permits
Document Imaging                   C/S                                     Admin
(PaperVision,                                                              only
iDocument)
Emergency Dispatch                 C/S                                     N           EPD, VCSO
(OSSI)

13.11 Milestones
Table 132       Technology Refresh Milestone Detail

Annual Technology Refresh Plan                                                        Credit to C/C
The Service Provider will keep all services under the service agreement current       $500 per
with industry standards and advances as described below. Within 6 months of the       month until
contract signing date the Service Provider will prepare and present to City/County    plan is
for its approval, a Technology Refresh Plan which includes an upgrade schedule        accepted,
for replacement of technology including, but not limited to, equipment and            unless
software. As a base requirement of the Technology Refresh plan, the Service           otherwise
Provider must propose equipment and software that is current with leading             agreed to by
technology standards. If approved, all hardware, software and equipment will be       the CIO.
upgraded or replaced as required to meet Service Level Agreements (SLAs).
Additionally, as hardware and software upgrades and maintenance become
generally available, or available from their respective vendors, the Service
Provider is to notify the City/County within thirty (30) days and, upon City/County
approval, coordinate delivery, installation and implementation of the upgrades
and maintenance. The Service Provider will perform all baseline technology
upgrades without increase in the fees, as such is understood to be part and parcel
of the Service Provider’s upgrade and maintenance obligations. Unless otherwise
agreed to in writing by the City/County, the Service Provider will maintain all
hardware and software at a level within at least one generation of current
technology ("N-1"). Accordingly, if the Service Provider fails to maintain
hardware and software within N-1, the Service Provider will pay or reimburse the
City/County $500 per week for as long as software and hardware is out side one



City of Evansville/Vanderburgh County                                                          156
Department of Information Technology - Request for Services (RFS)
Annual Technology Refresh Plan                                                        Credit to C/C
generation of current technology.

The Technology Refresh Plan, which will be reviewed and updated each Contract
Year and subject to City/County review and approval, will include the following:
   1. Standard minimum configuration of hardware, operating software, and
      office automation software consistent with minimum standards established
      by City/County;
   2. Configuration management process and policy including software
      installation processes for standard and non-standard configurations,
      implementation of ―push technology‖ for software launch and distribution,
      software license documentation and audit trails, and utilization of remote
      control technologies for software installation and problem diagnosis and
      repair
   3. Plan for assessing and maintaining currency of desktop operating systems
      and office automation software packages;
   4. Processes by which the Service Provider will purchase, install, maintain
      and replace personal computers, laptops, Personal Digital Assistants
      (―PDAs‖) and other ―desktop‖ hardware with new hardware on the
      minimum standard configuration as set by City/County;
   5. Recommendation for a pilot program to be used to test the Technology
      Refresh process and allow for proper adjustments based on City/County’s
      recommendations;
   6. Processes for evaluation of City/County departmental needs for non-
      standard software or non-standard network connectivity and whether any
      additional installation or support fees might apply. Such processes should
      account for, but not be limited to, hardware performance impact,
      infrastructure requirements, licensing and maintenance agreements, and
      help desk and other support or maintenance requirements. All such non-
      standard items will be estimated individually
   7. Pricing schedule, for approval and acceptance of City/County, which will
      specify the Service Provider’s estimated hardware and software cost for
      upgrade or replacement of each personal computer or laptop.            If
      City/County decides to reduce the number of personal computers or
      laptops or substantially extends the time frames in which personal
      computers or laptops are to be replaced, the Service Provider will
      reimburse City/County according to the pricing schedule when appropriate;
      Services for technology refresh are only billable if the refresh program
      causes the City/County to exceed the planned IMACs for the year.
   8. Analysis of the total cost of ownership (TCO) for personal computers and
      laptops, including a projection of the TCO as a result of implementing a
      Technology Refresh program versus the current cost of ownership (based
      upon then-current process and support requirements).

Table 133      Technology Refresh Pilot Milestone Detail

Technology Refresh Pilot                                                              Credit to C/C
The Service Provider will identify pilot departments and propose a project plan for   $500      per
any actual or anticipated Technology Refresh project for review and approval by       month until
City/County. Pilot program success will be determined by:                             plan       is
                                                                                      accepted,


City of Evansville/Vanderburgh County                                                         157
Department of Information Technology - Request for Services (RFS)
Technology Refresh Pilot                                                               Credit to C/C
(a)    Performance of such enhanced technology;                                        unless
                                                                                       otherwise
(b)   Compatibility with other systems software, office automation software,
                                                                                       agreed to by
database software, and related computing components; and
                                                                                       the CIO
(c)    Compatibility with applications software.

Any detected problems will be resolved in accordance with procedures set forth in
the Standards and Procedures Manual before any Technology Refresh program is
moved into enterprise-wide implementation. Within ninety (90) days following
the successful results of the pilot project(s), and upon authorization of
City/County, the Service Provider will implement an approved enterprise-wide
Technology Refresh program according to City/County funding allocation and
implementation priorities. The Service Provider will be responsible for overall
project management, including quality maintenance and timely delivery,
installation and completion, and will be the single point of contact for all vendors
and staff involved in the project.


Table 134      Standards and Procedure Manual Milestone Detail

Policy and Procedure Manual
Within ninety (90) days after the contract signing date, the Service Provider will     $500      per
deliver a reasonable and appropriate draft Standards and Procedures Manual, in         month until
accordance with industry best practices, to the City/County for its review,            plan       is
comment, and approval. The Service Provider will incorporate all comments or           accepted,
suggestions of the City/County and will finalize the Standards and Procedures          unless
Manual within one month after receiving feedback. The Service Provider will            otherwise
periodically (but not less than quarterly) update the Standards and Procedures         agreed to by
Manual to reflect changes in the operations or procedures. Updates of the              the CIO
Standards and Procedures Manual will be provided to City/County for review,
comment and approval.
The Standards and Procedures Manual will be provided electronically (and in a
manner such that it can be accessed via either City/County’s intranet or the
Internet) to the City/County, with reasonable notice to allow for the City/County’s
review and approval, as well as City/County’s end-users. The Standards and
Procedures Manual should describe how the Service Provider will perform the
services under the service agreement, the equipment and software being and to
be used, and the documentation (including, e.g., operations manuals, user guides,
specifications, and end-user support) that provide further details of these
activities.   The Standards and Procedures Manual will further describe the
activities the Service Provider will undertake in order to provide the services
including, where appropriate, direction, supervision, monitoring, staffing, quality
assurance, reporting, planning, and oversight activities, and will include
reasonable acceptance testing and quality assurance procedures developed by the
City/County. The Standards and Procedures Manual is intended to describe to the
City/County how the services will be performed and act as a guide to end-users
seeking assistance in the services. The Standards and Procedures Manual will in
no event be interpreted as an amendment to the service agreement or relieve the
Service Provider of any of its performance obligations under the service
agreement. In the event of a conflict between the provisions of the service
agreement and the Standards and Procedures Manual, the provisions of the



City of Evansville/Vanderburgh County                                                          158
Department of Information Technology - Request for Services (RFS)
Policy and Procedure Manual
service agreement will control unless both expressly agree otherwise.

Table 135      Technology Plan Milestone Detail

Annual Technology Plan Development                                                    Credit to C/C
The Annual Technology Plan will be composed of short-term and long-range              $500 per
plans, which tie into business goals. The long-range plan will include strategic      month until
and flexible use of IT systems, including Data Center Services, Networking            plan is
Services, Help Desk, Distributed Computing Services, and Applications Services to     accepted,
the extent that each service area relates to the Services that the Service Provider   unless
is obligated to perform.                                                              otherwise
The first Technology Plan under the service agreement will be completed on or         agreed to by
before the sixth month following the contract signing date. Thereafter a              the CIO
Technology Plan will be prepared annually on the first day of January each year
during the term.
The Annual Technology Plan will be proposed in light of City/County’s anticipated
business goals, mission, objectives, priorities and strategies. The short-term plan
must include information concerning technology budget development for the next
fiscal year and identification of software and hardware, as appropriate, for which
technology refresh might be needed in the next year. The short-term plan must
include a projected time schedule for obtaining the necessary software, hardware
and services and implementing the proposed upgrades, replacements and/or all
other changes to City/County’s technology architecture or business processes.
The Service Provider will, on a regular basis prior to the preparation of each
Annual Technology Plan:
   1. identify the Service Provider and non-Service Provider products and
      technology services that will meet or exceed the business requirements of
      City/County for a minimum of three (3) year useful life, and will support
      the mission, goals and objectives of City/County
   2. analyze and evaluate processors and data storage media, operating tools,
      application metering, recommending right-sized platforms and solutions
      that will meet or exceed business needs
   3. analyze and evaluate software and equipment solutions concerning
      management of remote processors and data repositories
   4. research and recommend contingency solutions for distributed systems
      failures
   5. prepare capacity plans for all new applications, software and other
      enhancements to existing systems, including office automation software,
   6. develop and coordinate migration and implementation plans for equipment,
      software, change management, and business solutions
   7. identify Service Provider or City/County resources required to complete the
      long-range and short-term plans
   8. investigate the requirements, costs and benefits of new technology
   9. provide cost estimates for technology solutions and new projects and other
      initiatives outlined in the Annual Technology Plan, including alternatives in
      leasing, purchasing, and financing equipment
   10.coordinate and deliver technology planning workshops on industry trends
      and best practices on a semi-annual basis and upon the request of
      City/County



City of Evansville/Vanderburgh County                                                         159
Department of Information Technology - Request for Services (RFS)
Annual Technology Plan Development                                                     Credit to C/C
The first Technology Plan will include, but in no way be limited to, information
regarding industry trends in production capabilities and pricing and the
implementation of proposed hardware and software changes. The first
Technology Plan will then updated each contract year, and will, upon approval by
City/County, establish the strategic approach to the Service Provider’s conduct
and implementation of the technology management and upgrade services. In the
event that a Technology Plan is not accepted by City/County, the Service Provider
will continue to provide the services at levels meeting or exceeding those set forth
in the service agreement as modified, amended, or restated from time to time,
including but not limited to any prior Technology Plan that might be in place.


Table 136      Disaster Recovery Planning Milestone Detail

Disaster Recovery Planning                                                             Credit to C/C
Not later than two months after the contract signing date, the Service Provider will   $3000
provide the City/County with complete disaster recovery plans for the
City/County’s review and written approval, designed to ensure the continuing
availability and integrity of the Mainframe and / or Distributed Computing
Services environment and the services as designated in the service agreement, in
the event of destruction, damage or unavailability for use for any reason
whatsoever to such an extent that a disaster has been declared by City/County or
other relevant governmental jurisdiction. Provider will incorporate City/County’s
comments and suggestions into such Disaster Recovery Plans. Commencing upon
approval of the Disaster Recovery Plan, Provider will implement the plan, such
implementation to be completed no later than ninety (90) days after the contract
signing date, and provide or make available the disaster recovery services to
City/County. The Service Provider will update and test all disaster recovery
procedures not less frequently than once annually.


Pending development and implementation of disaster recovery plans, the Service
Provider will use the disaster recovery plans in effect as of the contract signing
date.

Table 137      Transition Planning Milestone Detail

Transition Planning                                                                    Credit to C/C
Not later than one month following the contract signing date and upon                  $3000
consultation with City/County, Provider will prepare and present a Transition Plan
to City/County for its review and written approval, designating a detailed and
complete plan for the transparent, seamless, orderly, and uninterrupted transition
from the manner in which City/County currently receives all Current Services to
the Services described in the service agreement.        Provider will incorporate
City/County’s comments and suggestions into such Transition Plan. Upon written
approval of the Transition Plan by City/County, Provider will implement the terms
thereof, such implementation to be completed no later than the earlier of (i) June
30, 2006 or (ii) the expiration or termination of the agreement between
City/County and Applied Computing Services (―ACS‖) agreement.




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Table 138      Knowledge Base Milestone Detail

Knowledge Base                                                                        Credit to C/C
Within six months of contract implementation, the Service Provider will begin         $500 per
development of a knowledge base for users.                                            month until
Within one year of contract implementation, the Service Provider will provide         implemented
online access to the knowledge base for self-help and diagnosis to the C/C            unless
customer base.                                                                        otherwise
                                                                                      agreed to by
Because implementation of this milestone will produce a reduction in the Service
                                                                                      the CIO
Provider cost, the cost of implementing this improvement should be within the
fixed fee pricing of this contract.

Table 139      Enhanced Technology Milestone Detail

Enhanced Technology Report
The Service Provider will have a regular and ongoing responsibility of providing      $500 per
the City/County with information for evaluation regarding new, improved, or           month,
enhanced information technology, equipment, systems, applications or other            prorated,
improved processes that could reasonably be expected to have a positive impact        until
in terms of increased efficiency, increased quality, or reduced costs as products,    deliverable
services, information or technologies become commercially available.                  is accepted
                                                                                      unless
                                                                                      otherwise
In addition, at least once during the first six months and once during the second
                                                                                      agreed to by
six months of each contract tear, the Service Provider will meet with the
                                                                                      the CIO
City/County and provide a formal, written report to inform the City/County of any
enhanced technology to provide information about IT trends of which the
City/County should be made aware.


Upon the identification of any enhanced technology that would materially improve
performance, capacity, bandwidth, or reduce the cost of the services, the Service
Provider and the City/county will determine which technology will be implemented
and the terms, including detailed SLRs specific to each enhancement.

Table 140      Customer Satisfaction Milestone

Semi-Annual Customer Satisfaction Milestone
Within three months of the implementation date, and no less frequently than           $500 per
twice annually, The Service Provider will conduct end-user satisfaction surveys       month,
regarding the services during the term. The surveys should cover a representative     prorated,
and statistically significant sample of the end-users and, as a separate sample       until
category, senior City/County management.           The City/County will provide       deliverable is
reasonable assistance to the Service Provider to: (i) identify the appropriate        accepted
sample of end-users; (ii) distribute the surveys; and (iii) encourage participation   unless
by end-users in order to obtain meaningful results. The City/County will review       otherwise
and approve the content, format, and timing of such surveys prior to distribution     agreed to by
thereof, and may include such additional material or information with such            the CIO
surveys as deemed necessary or desirable. The Service Provider will provide the
City/County a written summary of the results of the survey within thirty (30) days
following its distribution, and within ten (10) business days following the
City/County’s receipt, The Service Provider contract manager will review the
results of the survey with City/County and present appropriate plans for




City of Evansville/Vanderburgh County                                                         161
Department of Information Technology - Request for Services (RFS)
Semi-Annual Customer Satisfaction Milestone
improvement where warranted. Any data collected as the result of such survey
will be the exclusive property of the City/County; provided, however the Service
Provider will be permitted to use such survey results solely as reasonably
necessary for the performance of the services. Other than what has been
described, any distribution of survey results by the Service Provider to third
parties will require the advance written consent of the City/County.



Table 141      Customer Feedback Survey

Feedback Survey
Within three months of contract implementation, the Service Provider      $500 per month,
will make available an online feedback survey for customers to            prorated, until
immediately provide comments on any aspect of the Service Provider’s      deliverable is accepted
performance.                                                              unless otherwise agreed
                                                                          to by the CIO

Table 142      Self Password Reset Milestone Detail

Self Password Resets
Within six months of contract implementation, the Service Provider will   $500 per month,
implement self password resets. Because implementation of this            prorated, until
milestone will produce a reduction in the Service Provider cost, the      deliverable is accepted
cost of implementing this improvement should be within the fixed fee      unless otherwise agreed
price of this contract.                                                   to by the CIO




City of Evansville/Vanderburgh County                                                       162
Department of Information Technology - Request for Services (RFS)
Table 143      Systems Integration and Testing Milestone

Systems Integration and Testing
Within six months of contract implementation, the Service Provider will    $500 per month,
create a systems testing and integration plan that will outline how        prorated, until
systems testing and integration will be accomplished at the C/C. The       deliverable is
plan should include costs to the City/County to implement such a test      accepted unless
lab. Several approaches and options should be analyzed and costs           otherwise agreed to
provided for each.                                                         by the CIO

Table 144      Desktop Images Milestone

Desktop Images Plan
Within six months of contract implementation, the Service Provider will    $500 per month,
develop a plan for consolidation of the City/County’s desktop images.      prorated, until
The court system PCs, numbering about 316, currently are standardized      deliverable is
on one image. The plan will include a discussion of the pros and cons of   accepted unless
locking down desktops and an analysis of the advantages and                otherwise agreed to
disadvantages of standardizing on more than one image across a             by the CIO
department and/or the entire City/County. Several approaches and
options should be analyzed and costs provided for each.

Table 145      Network Integration Plan Milestone Detail

Network Consolidation
Within one month of contract implementation, the Service Provider will     $500 per month,
validate and document the existing plan for consolidation of the           prorated, until
City/County network, servers and email systems.                            deliverable is
                                                                           accepted unless
                                                                           otherwise agreed to
                                                                           by the CIO

Table 146      VAX Retirement Plan Milestone Detail

Retirement of VAX environment
Within three months of contract signing, submit a plan that describes      $500 per month,
options for retiring the VAX over the next 12 months.                      prorated, until
                                                                           deliverable is
                                                                           accepted unless
                                                                           otherwise agreed to
                                                                           by the CIO

Table 147      Application Support and Maintenance Estimating Milestone Detail

Application Support and Maintenance Project Estimating Methodology
Within six months of contract implementation, provide a application        $500 per month,
project estimating plan consisting of a methodology, approach, process     prorated, until
and any tools needed to meet the requirements of the plan.                 deliverable is
                                                                           accepted unless
                                                                           otherwise agreed to
                                                                           by the CIO




City of Evansville/Vanderburgh County                                                      163
Department of Information Technology - Request for Services (RFS)
Table 148      Migration of Mainframe Data History to Supported Media Milestone Detail

Migration of Mainframe Data History to Supported Media
Within six months of contract implementation, migrate historical backup    $500 per month,
tapes to current backup media.                                             prorated, until
                                                                           deliverable is
                                                                           accepted unless
                                                                           otherwise agreed to
                                                                           by the CIO

Table 149      Upgrade or Replacement of Water Department AS/400

Retirement of VAX environment
Within three months of contract signing, submit a plan that describes      $500 per month,
options for upgrading or replacing the AS/400 applications and hardware    prorated, until
                                                                           deliverable is
                                                                           accepted unless
                                                                           otherwise agreed to
                                                                           by the CIO

Table 150      Security

Security Encryption and Access Authorization
Within three months of the contract signing date, the Service Provider     $500 per month,
will provide a plan for implementing and supporting encryption and/or      prorated, until
access authentication services to protect transmissions of City/County     deliverable is
data. The plan will include a description of any potential issues raised   accepted unless
with the use of encryption, your strategy for resolving them, and a        otherwise agreed to
project plan detailing the costs and required resources from the           by the CIO
City/County.


13.12 Court Desktop Image
There are twenty six standard applications plus Windows Media Player on the Court Desktop
Image.
Windows Media Player is part of the standard applications and is noted with an *. We do use this
as a standard but some offices also require Real Player.


The image also includes the creation of directories required for the proper function of CourtView
and Juryview. There are not any actual application files residing on the workstation.
In addition to common Windows applications such as Internet Explorer the workstation image has
the following applications:
SQL Connectivity Tools
FTR Gold (Playback)
PaperVision Plug-in
LAN Desk
APS-CMS
SmartTerm
Payment Calculator
WordPerfect - Client Side



City of Evansville/Vanderburgh County                                                      164
Department of Information Technology - Request for Services (RFS)
Lotus - Client Side
PISTOL Client Side
Microsoft Outlook
MochaSoft
IBM Terminal Emulator
LetterGenie
Support Master
Adobe Reader
Word Reader
Excel Reader
PowerPoint Reader
Crystal Reports Run-time
Norton Anti-Virus
Citrix Client
PrintKey 2000
Outlook Profile Generator
CourtView 2000 - Temp File Setup
JuryView - Temp File Setup
Windows Media Player



Different Workstations have the following software:
Real Player
ProsLink
Microsoft Word
Microsoft Excel
Microsoft PowerPoint
Microsoft Access
Palm Software
Roxio
Camera Software
Standard Register
Adobe Acrobat Professional
KRONOS
Crystal Report Writer
FTR Gold Recording Software
State Voter Registration Client




City of Evansville/Vanderburgh County                               165
Department of Information Technology - Request for Services (RFS)

								
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