HomeMy WebLinkAbout20040771 RESOLUTION
RE: APPROVE CHILDREN,YOUTH,AND FAMILIES AUTOMATION PROJECT,OPTION 3,
AND AUTHORIZE CHAIR TO SIGN
WHEREAS, the Board of County Commissioners of Weld County, Colorado, pursuant to
Colorado statute and the Weld County Home Rule Charter, is vested with the authority of
administering the affairs of Weld County, Colorado, and
WHEREAS, the Board has been presented with the Children, Youth, and Families
Automation Project, Option 3, between the County of Weld,State of Colorado,by and through the
Board of County Commissioners of Weld County,on behalf of the Department of Social Services,
and the Colorado Department of Human Services,Office of Information Technology Services,with
terms and conditions being as stated in said project document, and
WHEREAS,after review,the Board deems it advisable to approve said project,and accept
Option 3, a copy of which is attached hereto and incorporated herein by reference.
NOW,THEREFORE, BE IT RESOLVED by the Board of County Commissioners of Weld
County, Colorado, ex-officio Board of Social Services, that the Children, Youth, and Families
Automation Project, Option 3, between the County of Weld, State of Colorado, by and through the
Board of County Commissioners of Weld County,on behalf of the Department of Social Services,
and the Colorado Department of Human Services, Office of Information Technology Services be,
and hereby is, approved.
BE IT FURTHER RESOLVED by the Board that the Chair be, and hereby is, authorized to
sign said project document.
The above and foregoing Resolution was,on motion duly made and seconded,adopted by
the following vote on the 10th day of March, A.D., 2004.
BOARD OF COUNTY COMMISSIONERS
WELD COUNTY, COLORADO
^'-au//idaf EXCUSED
Robert D. Masden, Chair
1861 I fir,• lerk to the Board
William H. Jerke, Pro-Tem
Clerk to t e Board EXCUSED
• M. eile
AP O DAST •
David . Long
unty Attor e
Glenn Vaad
Date of signature: -7- -n-C7-0,
2004-0771
SS0031
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CHILDREN, YOUTH, AND FAMILIES
(CYF)
AUTOMATION PROJECT
COLORADO
DEPARTMENT OF HUMAN SERVICES
OFFICE OF INFORMATION TECHNOLOGY
SERVICES
INFRASTRUCTURE PROVISIONS
REQUIREMENTS
FOR COUNTY
OPTION 3
To the Door with an existing County-owned LAN
DATED:
sscc %
CYF III
County
TABLE OF CONTENTS
5
1.0 INTRODUCTION
5
2.0 DEFINITIONS
2.1 Children,Youth and Families Automation Project (CYF)
5
6
2.2 Infrastructure
6
2.3 Site
6
2.4 County
6
2.5 Wide Area Network(WAN)
6
2.6 Local Area Network(LAN)
6
2.7 County Program Liaison
6
2.8 County Technical Liaison
6
2.9 County Site Server Liaison
6
2.10 Responsible Parties
7
3.0 STATEMENT OF INTENT
4.0 INFRASTRUCTURE ROLLOUT PROCESS
7
7
4.1 Site Surveys
7
4.2 Site Installation Schedule
8
4.3 Site Installation Process
5.0 SELECTED INFRASTRUCTURE IMPLEMENTATION OPTION
10
11
5.1 Provisions
13
6.0 ONGOING SUPPORT SERVICES
13
6.1 State/County Help Desk
14
6.2 State Help Desk Support Hours
6.3 State Help Desk Operating Procedures
14
15
6.4 State Help Desk Prioritization
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6.5 State Help Desk Performance Objectives
16
16
7.0 DAILY OPERATION
16
7.1 State Responsibilities
17
7.2 County Responsibilities
17
7.3 Accessibility
18
8.0 POLICIES AND PROCEDURES
8.1 System Management Procedures and Services
18
18
8.2 Security
19
8.3 Backup and Disaster Recovery
8.4 Data Integrity,Auditing and Logging
19
20
8.5 Hardware Maintenance
20
9.0 DATA COMMUNICATIONS
20
9.1 State Responsibilities
21
9.2 County Responsibilities
10.0 STATE-COUNTY CYF PROJECT COMMUNICATION
21
22
11.0 CONFIDENTIALITY
22
12.0 STORAGE AND BACKUP
22
13.0 EXCLUSIONS AND LIMITATIONS
22
14.0 MODIFICATIONS
23
15.0 ACKNOWLEDGEMENT
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EXHIBITS
Exhibit A Network Design Document
Exhibit B As-built Document
Exhibit C Equipment Replacement Cost Terms
Exhibit D Colorado Department of Human Services Computer Access Application Forms.
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1.0 INTRODUCTION
This document outlines the roles and responsibilities that the Colorado Department of
Human Services, Office of Information Technology Services,
ices,he referred to hereafter
eereferred as e to as the County,
State, and the Colorado County of
assume in the Children, Youth, and Families (CYF) Automation Project.
The County acknowledges that the State offered to the County one of three infrastructure
implementation options for the CYF Automation Project, as follows:
Option 1.—To the Desk with an existing County-owned LAN
Option 2.—To the Desk with no existing County-owned LAN
Or not connecting to an existing LAN
Option 3.—To the Door with an existing County-owned LAN.
The County has selected Option 3. In doing so, the County hereby recognizes that the
State will rely upon such selection to provide and allocate significant and valuable
resources to the County and within the State's CYF Automation Project. In that regard,
the County further recognizes and hereby acknowledges that it is important for the
County to fully honor and abide by its selected Option 3 and the resulting provisions and
requirements of this document.
The State recognizes that the County has made a substantial investment in significant and
valuable resources that will be used for the implementation of the CYF Automation
Project. As such,the State agrees to cooperate with the County in the implementation of
the CYF Automation Project through a combined State-County infrastructure as noted in
Section 2.2.
Under Option 3, the County may elect to designate a single point of presence for the CYF
LAN/WAN in the County, or the County may elect to designate more than one point of
presence for the CYF LAN/WAN in the County.
2.0 DEFINITIONS
2.1 Children,Youth and Families Automation Project (CYF)
The Children, Youth, and Families (CYF)Automation Project is a joint initiative of the
Colorado Department of Human Services Division of Child Welfare Services (CWS) and
Division of Youth Corrections (DYC). The goal of the project is to design, develop, and
implement a new, fully integrated, and comprehensive, Statewide-Automated Child
Welfare Information System (SACWIS -Federal Register Number 45 CFR 1355.53 (b)).
County caseworkers and child welfare administrators constitute many of the end users of
this system.
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2.2 Infrastructure
Infrastructure refers to the data communications circuits, network hardware,
microcomputer hardware,printers, Microsoft Office Automation software, network
software, LAN/WAN cabling and the connectivity between the State and County
LAN/WAN environments. The County recognizes that the State is responsible for
creating the connectivity between the State and County LAN/WAN environments. The
State recognizes that much, if not most of the LAN/WAN cabling and LAN/WAN
connectivity in the County was designed for,purchased by, and has been or will be
installed to the specifications of the County. The State also recognizes that the County
retains the sole and exclusive right to manage the County LAN/WAN to achieve the
business objectives and best interests of the County.
2.3 Site
The term "site" indicates an individual location requiring an infrastructure installation for
a County Department of Social Services.
2.4 County
For purposes of the site surveys (Section 4.1), the term"County"indicates an entire
County that can consist of multiple physical locations or sites.
2.5 Wide Area Network (WAN)
A wide area network is a communication network that links sites in a large geographical
area. A WAN uses telephone lines,microwaves, satellites, or a combination of
communication channels to transmit signals.
2.6 Local Area Network (LAN)
A local area network is a privately owned communications network that covers a limited
geographic area such as a one building or a group of buildings close together. The range
is typically within a mile or so. A LAN links computers and other devices for inter-site
and inter-company applications.
2.7 County Program Liaison
A Child Welfare program information contact at each County site.
2.8 County Technical Liaison
A Child Welfare technical information contact at each County site.
2.9 County Site Server Liaison
A County designated site server administrator to handle backup and restoration tasks.
2.10 Responsible Parties
State
Colorado Department of Human Services (CDHS) and Its Agents or Vendors
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County of , State of Colorado
3.0 S TATEMENT OF INTENT
It is the intent and obligation of the State to provide a Statewide Automated Child
Welfare Information System(SACWIS), as defined in Section 2.1, to the County. It is
the intent and obligation of the State to provide the County with high quality information
technology and services that meet the needs of the CYF Automation Project within
available resources relevant to the support of the federally-approved SACWIS system
only. All references herein refer to equipment and labor related to that SACWIS system
only. It is the intent and obligation of the State to work in cooperation with the County to
support the infrastructure necessary to operate the CYF Automation Project.
It is the intent and obligation of the County to work in cooperation with the State to
implement the SACWIS system by meeting the provisions,requirements and
responsibilities listed in this document. This document is the only applicable and valid
statement of those provisions, requirements and responsibilities.
4.0 I NFRASTRUCTURE ROLLOUT PROCESS
Prior to the implementation of the CYF Automation Project, the State and the County will
work together to rollout or implement an infrastructure consistent with the Option 3
selected by the County.
4.1 Site Surveys
The State and its vendors will conduct site surveys to confirm the size, location, and load
requirements for each County designated site. The County Technical Liaison will be
consulted concerning certain selections regarding the installation of the infrastructure.
The survey results define the design for the CYF LAN\WAN connectivity, along with the
equipment and software to be installed at each designated site. Based upon the
information gathered during the site survey, a Network Design Document (Exhibit A.)
will be produced for each County designated site. The Network Design Document will
contain detailed specifications for each designated site. The State will provide the
Network Design Document(s) to the County for final approval prior to the installation of
any part of the infrastructure. The County Technical Liaison and County Program
Liaison must approve the Network Design Document(s)prior to the installation of any
part of the State provided infrastructure.
4.2 Site Installation Schedule
Using the agreed upon Network Design Document(s),the State and its vendors will
develop a site installation schedule. The State will communicate this schedule a
minimum of thirty days in advance of the scheduled installation to the County Technical
Liaison and County Program Liaison. Monthly updates to the schedule will be provided
prior to and during the installation. This schedule will be based on several factors. One
of the main factors is the coordination of the following teams:
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4.2.1 LAN/WAN Infrastructure Team. This team will be responsible for
the installation of the data communications circuits, router
equipment and any LAN cabling that might be required,which
would include the physical installation of any additional CAT 5
wiring. All installations will be consistent with the Network
Design Document(s).
4.2.2 Server Installation Team. This team will be responsible for the
installation of the CYF Server(s).
4.2.3 Training Team. This team will be responsible for training the
County end users in desktop literacy and County Help Desk staff in
State procedures.
4.2.4 Microcomputer and Printer Installation Team. This team will be
responsible for the installation of the microcomputers and printers
as specified in the Network Design Document(s).
4.2.5 Certification Team. This team will be responsible for certifying
that the CYF infrastructure has been successfully installed as
specified in the Network Design Document(s). This team will be
responsible for coordinating any changes necessary to bring the
installation up to specifications. This team will also be responsible
for training the County Site Server Liaison(s) in backup and
restoration procedures.
Other factors that impact the site implementation schedule include seasonal weather
conditions, County scheduling requests and the completion of the installation for the
DYC facilities by January 1, 1999.
Using the site installation schedule published by the State, the County will make staff
available to assist in the installation of the CYF LAN/WAN infrastructure, the CYF
server(s), and the specified microcomputers and printers. The County will also make
available the specified end users and technical staff for training as detailed in this
document.
4.3 Site Installation Process
Based on information gathered during the site surveys and the agreed upon Network
Design Document(s), each designated County site will go through an installation process.
This installation process will include the following phases:
4.3.1 Phase 1: LAN cabling.
This phase encompasses the physical installation of the CAT 5
wiring along with any required electrical wiring that was identified
during the site survey. Each identified microcomputer location
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will be wired for two network connections along with network
connections for printers. The network equipment rack and patch
panels also will be installed at this time so as to terminate all
cabling.
For some designated County sites,LAN cabling and electrical
wiring may already exist. In these cases,the LAN cabling and
electrical wiring will be verified that they meet the requirements
identified in the Network Design Document(s).
4.3.2 Phase 2: WAN/LAN installation.
This phase includes the installation of the telecommunication
circuit, the router, the switches,the hubs and the server.
Connectivity to the WAN will be activated during this phase.
4.3.3 Phase 3: Microcomputer and printer installation.
During this phase,the microcomputers and printers are installed at
each designated location on the site Network Design Document(s)
and tested to ensure network access.
4.3.4 Phase 4: Training.
End user training will occur within two weeks prior to or after the
installation of the microcomputers and printers. County Help Desk
staff training will occur within two weeks prior to or after the
installation of the microcomputers and printers. The Office
Automation training for the end users will include the following
courses:
Introduction to Microcomputers
Windows 95 or Windows NT
Microsoft Word 97
Group Wise
Attachmate
On-site training by members of the State and vendor teams for end
users will occur during the first three weeks after the installation of
the microcomputers. This training is more informal and hands-on,
and is often referred to as "over-the-shoulder" training.
4.3.5 Phase 5: Certification.
During this phase,the State and its vendor will certify to the
County that the infrastructure has been installed as per the
approved Network Design Document(s) and is operating as
expected. The County Technical Liaison and the County Program
Liaison will approve the formal certification checklist from the
State and its vendors. This certification is intended to show that
the equipment, services and technology described in the Network
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Design Document have been installed and are operating. Either the
State or the County can identify problem issues that need to be
addressed before approval of the certification checklist. The
County Technical Liaison and County Program Liaison will verify
and sign-off that the infrastructure has been installed as per the
approved Network Design Document and is operating as expected.
Training for the designated County Site Server Liaison will occur
during this phase. The training will be in regards to the following
duties:
Tape Backup management including swapping backup
tapes and maintaining a tape log.
Act as a point of contact for technical problems.
Learn how to identify LAN/WAN problems.
Learn how to identify general Office Automation
application problems.
Learn how to identify microcomputer hardware problems.
Learn how to identify printer problems.
4.3.6 Phase 6: Acceptance.
Acceptance constitutes completion of an initial three month
operational period during which the infrastructure is in use by
County personnel in a manner consistent with the CYF Automation
Project expectations. At the end of the initial three month
operational period, the State and its vendors will submit an"as-
built" documentation package (see Exhibit B attached) to the
County for review and approval. This"as-built" documentation is
intended to indicate the infrastructure that has been installed and
that it has been operating in a satisfactory manner during the initial
three month operational period. Either the State or the County can
identify problem issues that need to be addressed before approval
of the"as-built"documentation. The County Technical Liaison
and the County Program Liaison will approve the"as-built"
documentation package.
5.0 S ELECTED INFRASTRUCTURE IMPLEMENTATION OPTION
The County has chosen Option 3, To the Door with an existing County-owned
LAN/WAN, as its infrastructure implementation option. This option provides the County
with a significant amount of responsibility for the support of the installed infrastructure.
The State will only be responsible for the CYF server,router,microcomputers, printers,
and connectivity to the State CYF WAN using the State provided data communications
circuit(s). The County will only be responsible for the County-owned LAN/WAN,
associated network equipment, for managing the County Help Desk to provide support to
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the CYF end users, and for the performance of the County Site Server Liaison(s) in the
completion of the tasks as defined in this Infrastructure document.
5.1 Provisions
5.1.1 No file and print services will be located on the CYF server.
5.1.2 Connectivity between the CYF LAN and the County LAN will be
through the CYF Router.
5.1.3 CA Unicenter will be used to monitor the CYF server, router, and
any microcomputers or printers that are on the CYF side of the
LAN.
5.1.4 Microcomputers provided by the CYF Automation Project will
have one of four standard images installed prior to the
microcomputer installation at the County site(s). These images may
include Windows 95 or NT 4.0, MS Office 97 Pro, GroupWise,
Attachmate Bundle, CA AntiVirus package, CA Unicenter
Management Agents, and a Novell Intranetware Client. The
installed image will be based upon County requirements. The
County will provide to the State and its vendors the requirements
for the microcomputer image thirty days prior to the installation of
the microcomputers. The State will provide the County with a
copy of the image.
5.1.5 The State and its vendors will support all CYF provided
equipment.
5.1.6 The County may lease additional equipment for spares under the
existing State lease agreement through the State equipment vendor.
State approval of any County lease of additional equipment from
the authorized State equipment vendor is not required.
5.1.7 The County will not repair or open any CYF provided equipment.
(Microcomputers, servers,printers, routers, etc.)
5.1.8 If the County has direct access to the Internet, the County will
implement an access control policy to protect the security and
integrity of the CYF network.
5.1.9 The State and its vendors will install any network cabling and
equipment needed for all CYF users as defined in the agreed upon
Network Design Document(s). The County will provide space and
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access for State equipment in close proximity to the existing
County equipment, as defined in the Network Design Document(s).
5.1.10 Paying for the electrical upgrades to meet user needs and
implementation of CYF.
5.1.11 The State will install a server for State client server based
applications, i.e. GroupWise for access into the State e-mail system
and Oracle 8 for a County subset of data. For some Counties, this
may be a regional server.
5.1.12 No users' data will be stored on the CYF server. If data is stored
on the CYF microcomputer, it is the County's responsibility.
5.1.13 The County is responsible for any data stored on a laptop and the
moving of that data to the County file server. Data entered on a
laptop when not connected to the CYF application through a
County site LAN connection or a dialup connection will not be
automatically uploaded to the CYF application.
5.1.14 The County is responsible for the security of the laptop(s), on-site
servers, desktops, and other equipment provided by the CYF
Automation Project. The County assumes and shall bear the entire
risk of any loss,theft, damage to, or destruction of, any unit of
equipment from any cause whatsoever from the time the equipment
is received by the County. The County will reimburse the State for
any equipment requiring replacement according to the terms of the
current Master Lease Agreement with the State's equipment
vendor. Attached is a copy of the Equipment Replacement Cost
Terms(Exhibit C.).
5.1.15 The County must coordinate with the State when adding, changing
or removing CYF users. The County will process the appropriate
Colorado Department of Human Services Computer Access
Application forms. (Exhibit D).
5.1:16 If the County has an e-mail package (different than GroupWise),
and would like to communicate between the two packages, it must
install an SMTP gateway. The County will be responsible for
address book synchronization.
5.1.17 The County will designate the individual(s)to interface with the
• State Help Desk for problem assistance.
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5.1.18 The County will designate appropriate personnel to act as the
County Site Server Liaison(s).
5.1.19 The County must coordinate with the State CYF rollout schedule
and be prepared to bring the new CYF users on-line at the time of
installation of the CYF LAN, if appropriate. The County will
process the appropriate Colorado Department of Human Services
Computer Access Application forms. (Exhibit D).
5.1.20 The County will permit the State and its vendors to monitor the use
and condition of the CYF equipment supplied to the County. All
efforts will be made to communicate to the County a minimum of
at least 24 hours in advance of any visit and to minimize the impact
of the visit on the County personnel.
5.1.21 The County will abide by the policies and procedures required for
backup and recovery. See Section 8.3.
5.1.22 The County will provide time for the training of CYF caseworkers
and other CYF system users.
6.0 O NGOING SUPPORT SERVICES
Support services provided by the State and its vendor will include trained support staff
who will provide technical support and user level support as defined in this section.
Documentation in the form of on-line help screens and desktop user guides will be
provided by the State and its vendors to the County Help Desk Staff for reference.
6.1 State/County Help Desk
The County has selected Option 3, To the Door with an existing County-owned LAN, as
its infrastructure implementation option. By selecting this option, the County Help Desk
Staff or designated support personnel will provide the first line of support and contact for
County CYF end users. Help support issues for the CYF server(s), router,
microcomputers,printers, and connectivity issues to the State WAN will be forwarded to
the State Help Desk. It is expected that the County Help Desk Staff or designated support
personnel will be able to resolve the following types of tasks:
6.1.1 County application support issues.
6.1.2 Equipment break/fix determination.
6.1.3 Desktop operating system software issues.
6.1.4 Network logon problems.
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6.1.5 Network printing issues.
6.1.6 Windows NT or NOVELL server issues.
6.1.7 Disk space allocation.
6.1.8 Performance issues.
6.1.9 User reconfiguration.
6.1.10 Inventory related upgrades/modifications.
6.1.11 Backups and restores.
6.1.12 Identifying and escalating appropriate end user support calls to the
State Help Desk,using the State Help Desk Performance
Objectives as defined in Section 6.5.
For calls directed to the State Help Desk,the State Help Desk will determine the
appropriate course of action based upon the State Help Desk Operating Procedures as
defined in Section 6.3.
6.2 State Help Desk Support Hours
Support will be available on all workdays from 7:00 AM to 5:00 PM. Within the Denver
metro calling area(Area Codes 303 and 720),the State Help Desk phone number is 303-
866-5204. For the remainder of the state, the phone number to call is 877-487-4871.
For off-hours support, including weekends and holidays, calls should be directed to 303-
239-4357 for the Denver metro calling area and 800-843-5893 for the remainder of the
state. Relevant problem information will be taken and the appropriate support personnel
will be notified for problem resolution.
6.3 State Help Desk Operating Procedures
Once a call has been received at the State Help Desk, one or more of the following will
ensue:
6.3.1 The State Help Desk staff will resolve the problem.
6.3.2 The State Help Desk staff will refer the call to the appropriate
technical area for resolution via a problem ticket.
6.3.3 The State Help Desk staff and/or the technical staff will refer the
problem to an appropriate third party.
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6.3.4 The State Help Desk staff will assign a problem ticket number to
each call not resolved immediately, so that the status may be
monitored as required for follow up and tracking purposes. As
problems are resolved, these solutions will be recorded as well, for
management reporting and for use in solving future problems of a
similar nature.
6.3.5 If the State Help Desk staff is unable to resolve the problem, it will
be referred to a technician for resolution. After the technician
notifies the State Help Desk that the problem has been resolved,
the State Help Desk will contact the County Help Desk Staff to
verify that the problem has been resolved to the County's
satisfaction. Problem resolution notification to the County Help
Desk Staff will occur within one business day of the State Help
Desk receiving notification that the problem has been resolved.
6.4 State Help Desk Prioritization
Priority Definitions:
Priority 1 A product,program or facility is totally unusable or unavailable. Impact
on the CYF user(s) is disabling. Requires immediate response. Continuous problem
support occurs until the problem is resolved or improved to where the priority is
downgraded. The priority may be reduced by County Help Desk Staff request or in the
event that the County Help Desk Staff is not continuously available to provide assistance.
Priority 2 Ability to use product,program or facility is severely limited.
Priority 3 Ability to use product,program or facility with some degradation of
features or services normally provided. Impact on the CYF user(s) is apparent, but not
disabling or severe.
Priority 4 Problem is apparent,but circumvention or alternative is available. Impact
on the CYF user(s) is minimal.
Problems that are received during non-working hours will be dealt with according to the
following priority definitions:
6.4.1 Problems that affect the health and/or safety of the community or
clients will have the highest priority and will initiate contact with
the appropriate support personnel immediately for resolution.
6.4.2 Problems that affect a large segment of the CYF users but are not
critical to health and/or safety will initiate contact with the
appropriate support personnel for action before the start of the next
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normal work period.
6.4.3 Problems that do not fall into either of the above categories will
not be addressed until after the start of the next normal work
period.
6.5 State Help Desk Performance Objectives
Problems that cannot be resolved directly by the State Help Desk will be assigned a
priority as defined in Section 6.4. The assigned priority will determine the timeframes
within which support personnel will attempt to resolve the problem.
Priority 1 Notification to the appropriate Manager/Supervisor 15 min.
Assignment to the appropriate support personnel 15 min.
Implementation of a resolution or problem bypass 4 hrs.
Priority 2 Notification to the appropriate Manager/Supervisor 2 hrs.
Assignment to the appropriate support personnel 2 hrs.
Implementation of a resolution or problem bypass 72 hrs.
Priority 3 Notification to the appropriate Manager/Supervisor 2 hrs.
Assignment to the appropriate support personnel 4 hrs.
Implementation of a resolution or problem bypass 14 cal. days.
Priority 4 Notification to the appropriate Manager/Supervisor
Assignment to the appropriate support personnel 4 hrs.
Implementation of a resolution or problem bypass 30 cal. days.
7.0 DAILY OPERATION
After implementation of the CYF infrastructure,the daily operations of the infrastructure
will be the responsibility of the State and its vendors and the County. Below are the
responsibilities of the State and the County for the daily operations of the CYF
infrastructure.
7.1 State Responsibilities
These responsibilities apply as they pertain to areas of infrastructure related to CYF.
7.1.1 The State will provide information technology services to the
County in a professional manner with the County's business
objectives being of utmost importance.
7.1.2 The State will notify the County a minimum of 24 hours prior to
any testing and/or problem resolution or projected downtime of
data circuits that will interfere with normal operations.
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7.1.3 The State staff will coordinate with the County Help Desk Staff the
scheduling of work at any County facility whether it is an
emergency or routine.
7.1.4 The State will notify the County a minimum of 24 hours prior to
any remote distribution or updating of software to CYF users
unless there is an emergency that prohibits such prior notification.
The State will notify the County as soon as possible of
"emergencies" and provide documentation of why the emergency
prohibited prior notification.
7.1.5 The State will ensure that the County Help Desk Staff and County
Site Server Liaison receive the training necessary to perform their
duties when they are unable to obtain the training elsewhere.
7.2 County Responsibilities
These responsibilities apply as they pertain to areas of infrastructure related to CYF.
7.2.1 The County will provide the State and its vendors personnel with
escorted access to critical areas in its facilities for network or
microcomputer support
7.2.2 The County will not make any changes to the CYF WAN/LAN
infrastructure equipment.
7.2.3 The County will participate in managing the utilization of disk
space on the CYF server as well as in daily management tasks for
backup and recovery.
7.3 Accessibility
The State and vendor management will be available to assist the County with information
technology operational problems. Normal channels such as communication with the
State Help Desk should be used wherever possible for problem resolution. A situation
could arise where normal channels do not meet the County's needs, e.g., a situation
occurring after normal business hours, on a weekend or a holiday that could affect the
safety and/or the security of residents and staff at the County facility. In such cases,the
County will follow the after hours procedure. The State management will expedite
resolution of these operational problems and provide the County with a plan for
resolution of the problem within two business days of the County's request.
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8.0 P OLICIES AND PROCEDURES
8.1 System Management Procedures and Services
Major information systems, such as CYF,require extensive safeguards from several
perspectives to maintain the integrity of the programs administered. First,the system
shall provide safeguards for data and processing capability. Second, the system shall
incorporate elements for maintaining program integrity to assure that the fiscal
capabilities of the system are not abused. Additionally, the system shall provide for
access control to the data and application software. Finally, adequate backup and
recovery features are required to ensure that the service delivery function can continue in
cases of system unavailability and that the system can be reconstructed in the case of a
disaster at a data processing facility.
The State and its vendors shall provide functions for overall system management to
include the following:
8.1.1 Network security.
8.1.2 Enterprise/centrally managed backup and recovery.
8.1.3 Monitoring and management of all network components on the
CYF LAN.
8.1.4 Network and server performance analysis for equipment and
services on the CYF LAN.
8.1.5 User login control.
8.1.6 Remote software distribution and updating.
8.1.7 Network NOS monitoring.
8.1.8 GroupWise management and monitoring.
8.2 Security
The State will provide the County with a secure information-processing environment within
which to perform its functions. The County will determine security access levels and
authorization thereof for applications, systems,LANs and the Internet in relation to the
County staff. The County will ensure that all necessary and appropriate Colorado
Department of Human Services Computer Access Application forms will be processed for
the County end users. (Exhibit D.).
The State and its vendors will provide security measures to include the following:
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8.2.1 Encryption of communications between client and server.
8.2.2 Passwords that expire on a staggered schedule.
8.2.3 CYF LAN/WAN security.
8.2.4 Firewall type routers to restrict IP address visibility from outside of
the network.
8.2.5 Restricted area tape storage for centralized system backups.
8.2.6 Automatic logout timers.
8.2.7 Audit trails of all transactions.
8.3 Backup and Disaster Recovery
Two types of situations can arise for which the State must provide safeguard procedures.
8.3.1 The first type is major disaster when the central computer or local
processing installation and resident software is destroyed or
damaged.
8.3.2 The second type of problem is system or application dependent. It
can be the result of network failure, software error, or operational
errors. The result may be that one or more days' processing is
invalid and, consequently,the data on the central file is invalid.
The State and its vendors will establish backup and recovery plans and procedures for the
central host server, and the CYF file servers at each site. The State will participate in
GGCC disaster recovery testing of the applications as deemed appropriate. The State will
notify the County a minimum of 24 hours prior to any disaster recovery testing occurring.
8.4 Data Integrity,Auditing and Logging
The State and its vendors will provide audit and control features and procedures to the
CYF design, including preventive controls, detection controls, corrective controls, and
audit trails.
8.4.1 Preventive Controls designed to prevent errors and unauthorized
events from occurring.
8.4.2 Detection Controls designed to identify errors and unauthorized
transactions that have occurred in the system.
8.4.3 Corrective Controls to ensure that the problem identified by the
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detective control are corrected.
8.5 Hardware Maintenance
The State and its vendors will provide maintenance on the State-provided CYF
equipment. The State Help Desk will act as point of entry for all CYF equipment
maintenance issues. Support will be provided on a case-by-case basis, by on-site service,
telephone support, or remote control means. If determined by the State Help Desk
personnel that on-site support is required for problems with State-provided CYF
equipment, State staff and/or vendors will be dispatched. The State Help Desk will notify
the County Help Desk Staff of the status of the issue.
Vendor technical support service for equipment will be available from 8:00 A.M. to 5:00
P.M. Mountain Standard/Daylight Time Monday through Friday. Call back, response,
repair, and replacement timeframes are as follows:
Designated Site or Area Call Back On-site Equipment
(working hours) Response Repaired/Replaced
(working hours) (working hours)
Denver Metro, Front Range,
2 4 4
including Pueblo, Colorado Springs,
Fort Collins, and Greeley 8 8
Western Region, including Grand 2
Junction, Steamboat Springs,
Glenwood Springs, Gunnison, Rifle,
Cortez, etc. 8 8
Southern Region, including 2
Alamosa, San Luis, La Junta, etc.
9.0 DATA COMMUNICATIONS
In support of the CYF infrastructure implementation, the following responsibilities are
defined for the State and County in regards to data communications.
9.1 State Responsibilities
These responsibilities apply as they pertain to data communications related to CYF.
9.1.1 Acting as the liaison to CITS,U.S. West and other carriers as
appropriate for service necessary regarding State provided CYF
data circuits.
9.1.2 Performing cost allocations for State provided CYF data circuits
that are shared by the County with other CDHS agencies or
divisions as appropriate.
9.1.3 Ensuring that the CYF provided data communications will have the
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capacity to support new or expanded application requirements.
9.1.4 Communicating in advance the design and implementation plans
and dates to the County in support of the overall implementation of
the CYF WAN/LAN.
9.2 County Responsibilities
These responsibilities apply as they pertain to data communications related to CYF.
9.2.1 Paying for line costs that are solely used by the County staff unless
agreed otherwise.
9.2.2 Communicating to County end users of any downtime.
9.2.3 Coordinating the installation of any CYF related data
communications with carriers, such as U.S. West, when the State
has provided advance notification of the planned changes.
9.2.4 Obtaining funding for additional data communications capacity to
support new or expanded requirement outside of the scope of the
CYF Automation Project.
10.0 STATE-COUNTY CYF PROJECT COMMUNICATION
The State is committed to open,timely,honest, and two-way communications. There is a
need to communicate upcoming changes,persistent user problems and concerns, and the
ongoing support needs of the County. To meet these communication needs, a"CYF User
Technical Group"will be formed. This group will consist of State and vendor
representatives and the County Technical Liaison, County Help Desk Staff and the County
Site Server Liaison(s). The group will meet monthly or quarterly to communicate and
prioritize issues for the State and the County. The purposes of these meetings are as
follows:
10.0.1 Assess the State and its vendor's performance on CYF problems from the
County's perspective.
10.0.2 Assess County technical staff's performance to meet the responsibilities and
duties outlined in this document from the State's perspective.
10.0.3 Inform and coordinate with the County about planned changes.
10.0.4 Provide a forum for sharing technical information.
10.0.5 Provide the County with the opportunity to inform the State of programmatic
changes and obtain information on any plans for changes to application
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systems.
10.0.6 Inform the County of problems and projects, services provided on a monthly
basis, the hours involved,materials used for all problems and projects.
10.0.7 Resolve day-to-day operational problems.
10.0.8 Conduct long-range planning jointly.
10.0.9 Share policy and procedural information.
10.0.10Share information on changes in work assignments.
10.0.11Inform the County of equipment problems and provide planning and
coordination for the repair and/or replacement of State provided CYF
equipment.
11.0 CONFIDENTIALITY
All files maintained by the State for the County on the centralized server or on the local
CYF server are considered to be the private and confidential property of the County. The
State will maintain reasonable safeguards to protect data files from accidental loss,
destruction, or security breaches. These safeguards include off-site storage of backups
and the establishment of security arrangements for critical files. These efforts make
recovery after a system or equipment failure possible, and they ensure that a minimum
amount of data or modifications will be lost in any one negative event
12.0 STORAGE AND BACKUP
The State will provide the first set of 32 backup tapes for the daily,weekly, and monthly
backups. The State will set up the backup schedule for backing up the County data on the
CYF server and monitor the backups. The County is responsible for adequate backups by
changing the daily,weekly and monthly tapes. The County is responsible for any
additional tapes or replacing bad tapes.
13.0 EXCLUSIONS AND LIMITATIONS
The County understands and acknowledges that the State cannot offer software support for
any applications that are not among the State provided software tools.
14.0 MODIFICATIONS
This document may be amended or changed as needed with the agreement of both the
State and the County. All amendments and changes must be in writing and signed by
both parties before taking effect.
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DEC-13-2004 14 20 P.02iO2
C17O1
Connty_e
15.0 ACKNOWLEDGEMENT
As a duly authorized representative of the County,I acknowledge that the County has
chosen Option 3 as its infrastructure implementation option and that I have read and
understand the provisions and requirements set forth within this document.
For the County: For the State:
raja
Signature Signature
GU,/111m Spa. l- . (� N
Printed Name MAR 1 0 2004 Printed Name
C{tfrf? �C� Te n
Title Ed we !�. rs'anomie
(Ds xartiff„r TiL MAPASE2
Date Date
,uIc h,46 IU WARD Of COUNIY
COMMISSIONER SIGNATURES ONLY
afar ATTEST: &4/J1/ i Sea
WELD COUNTY CLERK Te THE BO '� IE
Printed Name
BY:
�l e EPUTY CLERK TO THE BOA
LeOe c.
Title
Date
CYF Infrastructure Provisions&Requirements—Onion 1 F 1 PIP if
-
Draft Revision DatDate: 3t]att40 n4na a Ls
TOTAL P.02-
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