Deliverables Template

State of Louisiana Department of Social Services

ACESS A Comprehensive Enterprise Social Services System Final System Turnover Plan

Deliverable AC85

05/07/2007 VERSION 1.4

State of Louisiana - ACESS Page 1 of 14 AC85: Final System Turnover Plan 333BVersion 1.4 332B05/07/2007


TABLE OF CONTENTS

1.0 DOCUMENT CONTROL .......................................................................................... 3

2.0 EXECUTIVE SUMMARY.......................................................................................... 4 2.1 Overview ................................................................................................................ 4 2.2 Scope ..................................................................................................................... 4

3.0 TURNOVER: BACKGROUND AND RECOMMENDATIONS .................................. 5

4.0 TURNOVER PLAN................................................................................................... 7 4.1 Summary Turnover Plan......................................................................................... 7

4.1.1 Turnover Activities Completed Prior to December 11, 2006.............................. 7 4.1.2 Turnover Activities on December 11, 2006 ....................................................... 7 4.1.3 Future Turnover Activities for PCA-013 Items on May 1, 2007 ......................... 7 4.1.4 Final Turnover on 6/30/2007 ............................................................................. 7 4.1.5 Turnover Communications and Confirmation .................................................... 7

4.2 Detailed Turnover Plan........................................................................................... 8 4.3 Discussion of Roles and Assumption of Responsibility .......................................... 11

4.3.1.1 WebSphere Administration and ACESS Application for Application Batch Jobs 11 4.3.1.2 Database Administration.............................................................................. 11 4.3.1.3 WebSphere Administration .......................................................................... 12 4.3.1.4 Reporting ..................................................................................................... 12 4.3.1.5 Rational Suite Administration....................................................................... 12 4.3.1.6 Business Rules Administration .................................................................... 13 4.3.1.7 Backup/Recovery and Recovery/Restart Procedures.................................. 13 4.3.1.8 Audit Reporting ............................................................................................ 14


1.0 DOCUMENT CONTROL Summary of Changes Version # Version Date Nature of Change Date Submitted 1.0 12/13/2006 Original submission 12/13/2006

1.1 01/16/2007 Re-submission to incorporate state comments

01/16/2007

1.2 02/21/2007 Re-submission to address state comments

02/21/2007


03/22/2007


05/07/2007

Document Change Approvers

Function Name State of Louisiana ACESS Project Director Barbara J. Hunter

IBM Project Manager Elisabeth DeCoursey


2.0 EXECUTIVE SUMMARY

2.1 Overview

This deliverable documents the final system turnover plan for the Increment One ACESS project.

2.2 Scope

The scope of this document is limited to the original Increment One scope of the ACESS project as defined in the work product Unscheduled Deliverable Response to Issue # 267.

The following language was delivered to DSS in response to Issue # 267 on June 8, 2005 with an update delivered on June 17, 2005.

• Deliverable Number: AC85 • Deliverable: Final system turnover plan • Description: This document will outline a strategy for turning over the ACESS system to

the State and the associated timeline to accomplish this transition. • IBM ACESS Payment Schedule Mapping Recommendation: This document will be

provided as a standalone deliverable. • IBM Comments: When this document will be delivered: This document will be provided

90 days before the Increment 2 Statewide implementation start date. This deliverable will not be associated to a payment.


3.0 TURNOVER: BACKGROUND AND RECOMMENDATIONS The primary turnover strategy and associated constraints are as follows:

• DSS and IBM agreed through several contract amendments to complete additions to the Increment One project in a time period ending in June 2007.

• As of June 2007 DSS and IBM will have been working as partners on the ACESS project for over three years.

• The primary human resource success factors in this system turnover are that DSS needed to provide staff members who have the required background and technical expertise and that DSS encouraged those staff members to take ownership responsibility for tasks currently performed by IBM project staff. These tasks include: • Planning and operation of the release management process • Business planning • Technical planning • Level 1 support for operation of the Cúram 3 development, test and production

infrastructure • Mentoring of DSS team members has been extremely successful in some areas and

has been problematic in other areas. • In general, in areas in which DSS chose to partner their staff with experienced

IBM resources for an extended period of time that allowed for both targeted training and on the job training, the skills transfer has been very successful • Developer training of DSS resources has been very successful. DSS has

several team members who have passed the Cúram certification examination and are very skilled in application maintenance and enhancement.

• WAS administration and build/deploy training has been successful even though DSS provided the final staff resources only during the third year of the project.

• System DBA training has been successful even though DSS provided four staff members who were ultimately removed from this position after various amounts of training. Continual skills transfer to new staff members has proven to be extremely costly to the project.

• There are two areas in which DSS has been unable, until the November 2006 timeframe of the project, to provide resources to be mentored in certain skill areas. • The ACESS business rules administrator role has been very recently. • The ACESS application DBA role was staffed very recently even though IBM

had previously attempted to train four different DSS resources for this role. • The success of future turnover activities for continued maintenance and operations

support by DSS after the contract has been completed is predicated primarily on the following factors:

• New DSS staff members (or existing DSS staff members being placed into new roles) are provided the appropriate role definitions and technical training or technical background prior to the onset of mentoring activities. This prior


experience or training provides them with the necessary foundation skills to allow them to be successful in the new role.

• New staff members work side-by-side with trained project staff for an appropriate period of time to allow them to take ownership responsibility of the required tasks for the role

• DSS management support for the cost of staff being provided to the project for the purposes of mentoring and training.

• DSS management support of the role definitions defined by the DSS project team to support the application after the ACESS contract has been completed.

• DSS management support of an enterprise plan for configuration management. • ACESS is a new type of application for DSS. It requires an enterprise plan for

managing integrated components of a enterprise system instead of managing standalone software applications.

• DSS has recently made progress in notifying ACESS team management of enterprise configuration changes (ref: LDAP infrastructure migration notes in November 2006).

• DSS has not included the IBM ACESS team in planning exercises associated with enterprise configuration management.

• Because the ACESS system is an enterprise system connected to other systems in the DSS environment, e.g., iChain; LDAP; and TIPS; until DSS implements an enterprise configuration management plan, IBM believes that there will continue to be a high risk to ACESS availability to end users.


4.0 TURNOVER PLAN

4.1 Summary Turnover Plan

4.1.1 Turnover Activities Completed Prior to December 11, 2006

1. DSS is currently responsible for management and administration of the ACST training environment.

2. DSS is currently responsible for management and administration of the ACST sandbox environment.

3. DSS is currently responsible for end-user training.

4. DSS is currently responsible for change management.

4.1.2 Turnover Activities on December 11, 2006

At the completion of the original 90-day warranty period after statewide rollout, DSS assumes the following additional responsibilities:

1. DSS assumes primary responsibility for monitoring and administration of the ACESS production system.

2. DSS assumes responsibility for Level 1 response for problem resolution related to the ACESS production system.

4.1.3 Future Turnover Activities for PCA-014 Items on May 4, 2007

At the completion of the extended support contract defined by PCA-014 (five months beginning December 8, 2006 through May 4, 2007), DSS assumes additional responsibility for all Cúram 3 operational environments.

1. Full responsibility for monitoring and administration of all ACST (Cúram 3) environments.

2. Full responsibility for monitoring and administration of the ACESS production system.

4.1.4 Final Turnover on 6/30/2007

Upon completion of the contract at the end of June 2007 DSS assumes all responsibilities previously held by IBM team members.

4.1.5 Turnover Communications and Confirmation

In order to document turnover activities and ensure an appropriate handoff for major turnover milestones the following email communications will be sent by Elisabeth DeCoursey and confirmed by response from Barbara Hunter. The PMO will be cc’d on these communications and responses. Turnover of the PCA0-013 warranty and support has been documented in the PM meeting agendas for April 16, 2007, April 24, 2007 and May 1, 2007.


• May 4, 2007

Subject: Notification of Turnover to DSS of IBM Curam v3.0 Responsibilities on May 4, 2007 From: Elisabeth DeCoursey To: Barbara Hunter CC: Terri Eckles, Terry Skaggs, Karen Robins, Dan Sisco, Lori Garris, Gary Hamilton Body: As documented in AC85 – Final System Turnover, the following responsibilities will be transitioned to DSS as of May 4, 2007: DSS assumes additional responsibility for all Cúram v3.0 operational environments. 1. Full responsibility for monitoring and administration of all ACST (Cúram 3) environments. 2. Full responsibility for monitoring and administration of the ACESS production system. Please communicate with state staff as necessary to assist with a successful transition of responsibilities. Please respond to this email with your agreement.

• June 18, 2007 Subject: Notification of Pending Turnover to DSS of All IBM Responsibilities on June 30, 2007 From: Elisabeth DeCoursey To: Barbara Hunter CC: Terri Eckles, Terry Skaggs, Karen Robins, Dan Sisco, Lori Garris, Gary Hamilton Body: As documented in AC85 – Final System Turnover, the following responsibilities will be transitioned to DSS as of June 30, 2007: Upon completion of the ACESS contract between DSS and IBM at the end of June 2007 DSS assumes all responsibilities previously held by IBM team members Please communicate with state staff as necessary to assist with a successful transition of responsibilities. Please respond to this email with your agreement.

4.2 Detailed Turnover Plan Turnover Item Type

Turnover Item Role Description Turnover Date

Production Support Production Help Desk Level 1

Support Help Desk Staff 12/11/2006


Turnover Item Type Turnover Item Role Description Turnover

Date Level 1 support of ACSP

(Production) Maintenance Jobs Database Administrator See ZEKE.PROD.CNTL

and operations and systems documentation

12/11/2006

Level 1 support of ACSP (Production) Application Batch Jobs

WebSphere Administrator and ACESS Application Staff

See ZEKE.PROD.CNTL and operations and systems documentation

12/11/2006

Level 1 Monitoring and Administration of Cúram 3 Production Environments (ACSP LPAR)

APW1 / MQ WebSphere Administrator Production WAS Environment for Cúram 3 Application

12/11/2006

ACPDB01 (subsystem APDA) Database Administrator Production DB2 Database for Cúram 3 Application

12/11/2006

Level 1 Monitoring and Administration of Reporting Databases

ACSDB01 (subsystem APDA on ACSP LPAR)

Database Administrator Production Staging database

05/01/2007

ACWDB01 (subsystem DBW1 on CPAC LPAR)

Database Administrator Production Reporting database

05/01/2007

ACEDB01 (subsystem ATDA on ACST LPAR)

Database Administrator Development / Test Staging database

05/01/2007

ACWDB01 (subsystem DBD1 on CPAC LPAR)

Database Administrator Development / Test Reporting database

05/01/2007

Level 1 Monitoring and Administration of Cúram 3 Dev/Test Environments (ACST LPAR)

• This LPAR may be retired in July 2007 after the Cúram 4 system is in production. DSS may also have requirements to bring the LPAR back up after that time for debugging Cúram 3 issues or for training purposes.

• Potential retirement of this LPAR, the timing associated with that potential event, and whether (or how) this LPAR will continue to be used after the Cúram 4 application is in production is a DSS decision.

05/01/2007

ADW1 / MQ WebSphere Administrator DEV WAS Environment 05/01/2007

ACDDB01 (subsystem ATDA) Database Administrator DEV DB2 Database 05/01/2007

ANW1 / MQ WebSphere Administrator Integration WAS

Environment 05/01/2007

ACNDB01 (subsystem ATDA) Database Administrator Integration DB2 Database 05/01/2007

ARW1 / MQ WebSphere Administrator Systest WAS Environment 12/11/2006

ACRDB01 (subsystem ATDA) Database Administrator Systest DB2 Database 12/11/2006 ACRDB02 (subsystem ATDA) Database Administrator Systest DB2 Database 12/11/2006 ATW1 / MQ WebSphere Administrator Training WAS Environment 12/11/2006

ACTDB01 (subsystem ATDA) Database Administrator Training DB2 Database 12/11/2006


Turnover Item Type Turnover Item Role Description Turnover

Date ATW2 / MQ WebSphere Administrator Sandbox WAS Environment 12/11/2006

ACTDB02 (subsystem ATDA) Database Administrator Sandbox DB2 Database 12/11/2006 AUW1 / MQ WebSphere Administrator UAT WAS Environment 05/01/2007

ACUDB01 (subsystem ATDA) Database Administrator UAT DB2 Database 05/01/2007

AVW1 / MQ WebSphere Administrator Conversion WAS

Environment Not Active

ACVDB01 (subsystem ATDA) Database Administrator Conversion DB2 Database Not Active ACVDB02 (subsystem ATDA) Database Administrator Conversion DB2 Database Not Active

Level 1 Monitoring and Administration of Cúram 4 Production Environments (ACS4 LPAR) APW4 / SIBus / MQ WebSphere Administrator Production WAS

Environment for Cúram 4 Application

06/30/2007

ACPDB04 (subsystem APDB) Database Administrator Production DB2 Database for Cúram 4 Application

06/30/2007

ACMDB04 (subystem APDB) Database Administrator Production SIBus DB2 Database for Cúram 4 Application

06/30/2007

Level 1 Monitoring and Administration of Cúram 4 Dev/Test Environments (ACSM LPAR)

ADW4 / SIBus / MQ WebSphere Administrator DEV WAS Environment 06/30/2007

ACDDB01 (subsystem ATDB) Database Administrator DEV DB2 Database 06/30/2007 ACDDBM1 (subsystem ATDB) Database Administrator DEV SIBus DB2 Database

for Cúram 4 Application 06/30/2007

ANW4 / SIBus / MQ WebSphere Administrator Integration WAS

Environment 06/30/2007

ACNDB01 (subsystem ATDB) Database Administrator Integration DB2 Database 06/30/2007 ACNDBM1 (subsystem ATDB) Database Administrator Integration SIBus DB2

Database for Cúram 4 Application

06/30/2007

ARW4 / SIBus / MQ WebSphere Administrator Systest WAS Environment 06/30/2007

ACRDB01 (subsystem ATDB) Database Administrator Systest DB2 Database 06/30/2007 ACRDBM1 (subsystem ATDB) Database Administrator Systest SIBus DB2

Database for Cúram 4 Application

06/30/2007

AUW4 / SIBus / MQ WebSphere Administrator UAT WAS Environment 06/30/2007

ACUDB01 (subsystem ATDB) Database Administrator UAT DB2 Database 06/30/2007 ACUDBM1 (subsystem ATDB) Database Administrator UAT SIBus DB2 Database

for Cúram 4 Application 06/30/2007


4.3 Discussion of Roles and Assumption of Responsibility

The information in this section builds on the information from Section 4 - Critique of State-Performed System Changes in AC84 Status and Critique of System Changes Performed by State Staff Post-Implementation. Each of the activities is mapped to one or more technical roles as previously outlined in AC84 and extended here.

This section provides a subjective analysis of State resource's readiness to assume ownership of the responsible roles identified for each activity in Section 4.2 - Detailed Turnover Plan.

The State has requested the particular topics to be covered here. AC84 is referenced where appropriate due to an overlap in content.

Comments in this section are based on consultation with the state’s technical project lead, the work performed by State resources to date, and feedback from the IBM resources that have been responsible for knowledge transfer activities.

4.3.1.1 WebSphere Administration and ACESS Application for Application Batch Jobs Key State Resource(s) David Sylvia, Pam Gambrell, Stephanie Brooks, Ravinder Nimma, Jeff Clement Key IBM Resource(s) Michael Wang, Erik Moe, Neville Fernandes AC84 Context AC84 documented the application area primarily in terms of development and

maintenance responsibilities and the WebSphere area primarily in terms of non-application-specific administration.

Current Context The context here focuses on the combined set of skills necessary to support batch job operations.

Proficiency of state resource(s) in accepting responsibility

State resources require additional mentoring in the following areas: • Debugging batch jobs including error conditions • Batch job restart procedures • Detailed ETL walkthroughs • 211 data loading

• Central printing walkthrough Appropriate rights, access and tools confirmed

All DSS staff members have appropriate credentials and access to the appropriate tools for their role.

Readiness of state to assume full responsibility

There would be considerable risk for a full turnover now but the mentoring activities currently planned will dramatically reduce that risk prior to July 2007.

4.3.1.2 Database Administration Key State Resource(s) Greg Binning, Kory Sonnier, Dimitar Jordanov, (Bruce Cornell and Curtis Brown

of DoA) Key IBM Resource(s) Chris Matallana, Kandasamy Balakrishnan Proficiency of state resource(s) in accepting responsibility

Some of the DSS staff require formal training in DB2 on zOS. The DoA staff are highly skilled but do not have ACESS application responsibilities. State resources require additional mentoring in the following areas:

• Data unloads and loads The DSS ACESS DBA should mentor other DSS DBAs in Rose modeling. The DSS ACESS DBA should find other methods to include DSS DBA staff in normal maintenance activities.

Appropriate rights, All DSS staff members have appropriate credentials and access to the


access and tools confirmed

appropriate tools for their role.


Risks would be greatly reduced if the ACESS DBA receives formal training. Risks would also be reduced if DSS DBA staff member become involved in normal ACESS maintenance activities.

4.3.1.3 WebSphere Administration Key State Resource(s) Ravinder Nimma, Karthik Venkatesh Key IBM Resource(s) Erik Moe, Neville Fernandes Proficiency of state resource(s) in accepting responsibility

The primary DSS ACESS WAS administrator is very proficient.

Appropriate rights, access and tools confirmed



DSS should attempt to provide an appropriate number of resources to ensure that backups for this role are available.

4.3.1.4 Reporting Key State Resource(s): David Sylvia, Jay Grantham, Stephanie Brooks Key IBM Resource(s): Michael Wang Context This activity requires a combination of skills from the application team (ETL),

DBA team (staging and reporting data store administration) and the WEBFocus team (report maintenance).

Proficiency of state resource(s) in accepting responsibility

State resources require additional mentoring in the following areas: • ETL process maintenance • Debugging ETL batch processes • Overview of functionality in ACESS WEBFocus reports




DSS DBA staff are relatively unfamiliar with specifics of the ACESS ETL process but are experienced in supporting DB2. The DSS WEBFocus team requires additional mentoring regarding the ETL process. There would be considerable risk for a full turnover now but the mentoring activities currently planned will dramatically reduce that risk prior to July 2007.

4.3.1.5 Rational Suite Administration Key State Resource(s): Josh Rowley, Dan Marler, Beth Carpenter (legacy Rational administrator) Key IBM Resource(s): David Hecker Proficiency of state resource(s) in accepting responsibility

Dan & Josh have become proficient in installation and basic configuration of the Rational toolset including scripted installations, licensing, and desktop troubleshooting. They have a basic understanding of ClearCase and ClearQuest use, and a limited understanding of RequisitePro and Test Manager use. Without a developer/programming background, it will be difficult for Dan & Josh


to support the developers on any complex issues such as merging or stream strategies. State resources require additional mentoring in the following areas:

• Creation and use of production patch stream • Review of security associated with different ClearQuest processes and

groups Appropriate rights, access and tools confirmed



DSS Rational administrators work with the ACESS project on a periodic part-time basis. They are relatively unfamiliar with detailed development processes on the ACESS project. Additional experience with actual developer interaction and support is recommended. Training and mentoring will be provided to help Dan & Josh understand basic stream administration including child-stream creation and use as well as basic CQ administration including group/user permission administration.

4.3.1.6 Business Rules Administration Key State Resource(s): Sherry Guillory, Pamala Gambrell Key IBM Resource(s): Stan Wilde Proficiency of state resource(s) in accepting responsibility

Responsibilities include the following activities: • Analyze requirements for business rule creation or changes to existing

business rules • Implement the business rules

Pamala, who has more experience with Cúram development, is acting as Sherry’s backup. They are currently implementing two business rules changes. Mentoring is ongoing.




Training and mentoring by experienced DSS developers will be required to continue to develop coding skills. Terri Eckles has indicated that she may enroll Sherry in a Cúram business rules class after Sherry has more experience with Cúram development

4.3.1.7 Backup/Recovery and Recovery/Restart Procedures Key State Resource(s): Greg Binning, Kory Sonnier, Dimitar Jordanov, (Bruce Cornell and Curtis Brown

of DoA), Ravinder Nimma, Karthik Venkatesh, Terri Eckles Key IBM Resource(s): Chris Matallana, Kandasamy Balakrishnan, Erik Moe, Neville Fernandes Proficiency of state resource(s) in accepting responsibility

Responsibilities include the following activities: • Familiarity with DSS standards and operational procedures for

backup/recovery and recovery/restart procedures • Familiarity with the information in the following documents:

• AC25 Disaster Recovery Plan • AC36/37 ACESS Operations Guide and Systems Documentation • AC79 ACESS System Documentation.

Terri Eckles has current copies of these documents for distribution to appropriate personnel and to support additional Q&A if needed by DSS staff.




DSS staff have extensive operational experience and, as a team, have extensive knowledge of the ACESS environments. DSS staff should be well-prepared for taking over these responsibilities.


4.3.1.8 Audit Reporting Key State Resource(s): David Sylvia, Jay Grantham, Terri Eckles Key IBM Resource(s): Michael Wang Proficiency of state resource(s) in accepting responsibility

Responsibilities include the following activities: • Understanding of DSS audit requirements for the following types of audit

reports: • Audit log reports for auditors and for management requiring specific

transaction histories of certain clients • Audit log reports for auditors and for management requiring specific

transaction histories of certain workers.

• Understanding of the current ETL processes

• Understanding of the current reporting processes

• ACESS application development skills Appropriate rights, access and tools confirmed

All DSS staff members have appropriate credentials and access to the appropriate tools for their role. Due to location and format of ACESS data and location of WebFocus tools and data, there may be a need to acquire an additional WebFocus adapter to perform needed tasks.


DSS staff have good development skills (application, ETL and WebFOCUS reporting) and a good understanding of the audit requirements as currently documented by DSS. However, due to the current format of the audit log output, DSS staff are not well-prepared to assume these responsibilities. DSS requires additional assistance and mentoring by IBM staff to reconstruct the audit data into a usable format.

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