The following is a definition of the internal procedures ACS uses for handling Work Requests. Please let me know if there any additions, changes, or deletions that you think should be made.

• A Work Request is received at ACS by FAX, mail or personal delivery

• The Work Request is delivered to the Appropriate ACS Project Manager based on the System specified on the Work Request. Where the System is not connected to a person, or is missing, the Work Request is delivered to the Associate Director for Business Applications for appropriate distribution. It is sufficient for Work Requests to be placed in the mailbox of the Appropriate ACS Project Manager. If a Work Request is received via FAX, it will be time stamped by the FAX machine. Mailed or hand delivered Work Request originals will be stamped as to date and time received. A stamp will be available at the front desk.

• The Appropriate ACS Project Manager will normally acknowledge receipt of the request within 2 working days. A phone call or email to the requestor will suffice.

• The Appropriate ACS Project Manager checks to see if the Work Request was entered into PTRACK. If the Work Request was not entered into PTRACK, the Work Request is entered and marked as "Received", otherwise the Work Request is marked as "Received".

• The Work Request original is stored by the Appropriate ACS Project Manager. Each ACS Project Manager is responsible for the physical Work Requests.

• The Appropriate ACS Project Manager reviews the Work Request and determines if the information is complete enough to proceed on the request.

• If the information is complete enough, the Appropriate ACS Project Manager marks the Work Request Approved in PTRACK.
• If the information is not complete enough, the Requestor and the appropriate ACS people gather the necessary information.
• The portion of that information that should be recorded in PTRACK is entered.
• When the Appropriate ACS Project Manager considers the Work Request complete, the modified Work Request is printed, and signed by the Authorized Manager.
• Then the Appropriate ACS Project Manager marks the Work Request Approved in PTRACK.
• Once a Work Request is marked Approved, no changes may be made to the request, other than status, Requestor Sign Off & Date, Tested By & Date.

• The Appropriate ACS Project Manager creates Activities as needed in PTRACK.

• The Appropriate ACS Project Manager assigns resources to Work Requests and/or Activities as needed in PTRACK.

• The people working on the Work Request enter time spent on the Work Request in PTRACK.

• The Work Request original is pulled from the file by the Appropriate ACS Project Manager so that it may be signed off on by the Requestor. At the same time, the information about "Tested By:" and "Tested Date:" are recorded on the original form, as well as in PTRACK.

• The Appropriate ACS Project Manager marks the Work Request complete and signed off in PTRACK.

• The Work Request original is stored by the Appropriate ACS Project Manager.

• Requests for access will be handled the way mainframe security is done, except that if someone in a user department needs/wants access, that request will come through the Appropriate ACS Project Manager.

• The DBA Staff (Currently: Margaret and Yvette) will be the backup for Linda.

• When an addition or change needs to be made, formal or informal communications within Appropriate ACS Project Managers (Currently: Andy, Cheryl, Dennis, Doug, Nick) will result in a decision on what to do. The appropriate DBA Staff member (Currently Margaret) will be included in any decision making.

• If needed, a formal review will be held with any other people who need to be included.

• When a change has been decided on, the current IDD Code change form will be the vehicle for documenting the request for a change. Current procedures related to the IDD Code change will be used.