Complete Faster Guide

Why is the Right Solution for You?

Guide to Software & Services

Contents

Why Choose FASTER?… ………………………………………………………… 1 How FASTER Supports Your Operation… FASTER Support Services…

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About CCG–What Sets Us Apart?…………………………………… 11 Technical Information………………………………………………………… 15

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Why Choose FASTER? Improving Your Operation Increase technician productivity. Optimize equipment utilization. Increase availability of equipment. Improve communication with customers. Increase service levels for customers. Supervise more effectively with online tools. Reduce administrative overhead. Improve life cycle costing. Manage fuel more efficiently. Increase competitiveness. Improve regulatory compliance. Track warranties on equipment, stocked and non-stocked parts. Control costs for just-in-time inventory management. Improve PM scheduling compliance to reduce repairs and costs. 1

Overall Benefits Improve informed decision abilities using accurate and timely information. Improve customer service. Compete effectively with the private sector. Increase service levels for customers. Communicate with customers and administrators. Take advantage of ongoing training and learning opportunities provided by fleet professionals. Access reliable, real-time information.

What Sets Us Apart Off-the-shelf, user-friendly system based on state-of-the-art architecture and technology. Over two decades of experience providing responsive fleet management software solutions to the industry. A commitment to excellence that differentiates us from our competitors in the industry. 2

Why Choose FASTER?

Trust us to be there. Customer support and services that set the industry standard. Every one of our staff members is an experienced professional dedicated to helping you make a difference.

Focus on a Positive User Experience Process-driven program that is easy to use. Fully integrated real-time information available across all application processes. Intuitive display for information. Support of benchmarking against industry standards. Standard Windows user interface conventions (e.g., drop-downs, scroll bars, tabs, searches, etc.). Flexible, site-specific setup options. Real-time access for all fleet personnel.

Proven Technology True three-tier client/server multi-threading architecture. OLE DB-compliant using your choice of MS SQL or Oracle. Standardized GUI interface across applets. Windows 32-bit application.

What

Customers Are Saying… The City of Troy, MI purchased CCG’s FASTER Fleet Management System in 1998. We have approximately 500 pieces of equipment in our fleet. The City runs a two-shift operation, with two repair locations. We have been very pleased with the perfor­mance of the fleet software and their technical support is excel­lent. The City stocks approxi­mately 2,500 part numbers. We utilize the parts inventory module, barcode module, all PM schedul­ing/tracking, equipment inven­tory, fuel interface module, etc. When purchasing a fleet software program, it is very important to look beyond the software pack­age itself to the technical support (yearly maintenance fee, yearly updates, regional user’s meetings, yearly user’s conference, 24-7 tech support, remote desktop support and ref­erences with users of similar fleets).

—Samuel P. Lamerato Motor Pool Superintendent City of Troy, MI

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How FASTER Supports Your Operation FASTER is an off-the-shelf package with a flexible design to support each organization’s unique way of doing business. It is constructed around the work order process and provides easy access to real-time data.

Asset Management Comprehensive vehicle replacement feature Flexible billing to recover costs for in-house maintenance, outsourcing and insourcing Comprehensive historical information viewable by month, year-to-date and life-todate Easy-to-use search and query options Meter tracking Component (parent/child) relationship tracking Unlimited user-defined fields Fuel and oil consumption and cost tracking Equipment warranty tracking and cost recovery Equipment ownership tracking for accurate billing Ability to attach images or scanned documents to records (damages, pictures, etc.) Centralized fleet usage with Motor Pool reservation/Quick Dispatch applications 5

Parts Management Warranty tracking Unlimited user-defined fields Audit capabilities Easy-to-use search and query options Quick independent parts issue Simple one step order/receive/issue Inventory control and reconciliation EOQ (Economic Order Quantitiy)/ABC analysis Easy viewing of comprehensive historical information Bar Code application for parts issues and inventory Ability to attach images or scanned documents (warranties, etc.)

Work Order Management

I am totally impressed with the level of Technical and Customer Service your company provides to us, your client. I feel so much more con­fident handling our FASTER prob­lems knowing I can rely on your expertise and experience. I cannot say enough good things about your staff, their desire to help and their ability to do so.

—Richard Jacobs

FASTER System Administrator Palm Beach County Sheriff, FL

Deferred repairs, PM schedules, recalls & campaigns handled through easy-to-use shop floor manager Direct and indirect shop floor labor tracking Easy access for technicians to all work order history for each piece of equipment Equipment availability tracking with downtime statuses Ability to assign a repair to a specific technician Notes capability Ability to attach images or scanned documents (i.e., accident photos, etc.) Inquire on parts availability

Fuel Management & Operations Cost Tracking Support for transactions from manual, automated, commercial and credit card systems Perpetual tank inventory tracking for all fuels/fluids Flexible fuel pricing using cost of last receipt or moving average Ability to track multiple fuel types for each piece of equipment Flexible billing capabilities for fuel taxes and markup 6

How FASTER Supports Your Operation Fuel usage tracking by employee, equipment and company Comprehensive search capability for historical transaction details

Getting Information Out of FASTER FASTER makes important information easily available in a variety of timely and reliable ways. From simple, yet comprehensive search and query options to more than 100 standard management reports and customized reporting solutions, the information you need is only a few clicks away. At all levels, data and reports can be displayed, printed or exported to Microsoft Excel.

Searches Searches provide an immediate answer to a simple or general question. The information displayed can be sorted and/or listed using standard Windows conventions.

Queries Queries provde more specific information about your fleet through the use of multiple criteria searching, which can often eliminate the need to run a report.

FASTER Standard Reports FASTER comes standard with over 100 reports designed to provide you with information about costs, workflow processes and overall performance. These reports support all levels of the fleet operation. Our management reports are designed to provide critical information about industry level performance measures for the fleet manager. This includes, but is not limited to, information on utilization, availability, PM compliance, technician efficiency, inventory discrepancy, warranty recovery, customer returns, vehicle replacement information, fuel usage, meter exceptions and total cost information. Mid-level managers have access to reports that provide detailed information about specific areas of your operation such as technician and overall shop productivity, downtime, scheduled versus non-scheduled repairs, inventory management, warranty tracking, surplus and obsolescence, and inventory turns. Shop floor personnel have access to critical day-to-day information such as detailed repair history, deferred maintenance and parts availability.

Customized Reporting Using Crystal Reports You can also license and use Crystal Reports to create custom reports for use with the FASTER system. Crystal Reports also allows you to modify existing standard reports to suit your unique operational needs.

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Trust us to be there.

FASTER helped our site come to grips with mechanic utilization. We had no way of knowing what utilization was before FASTER. It has definitely helped us in tracking and completing PM maintenance. We review PM maintenance reports daily and now call the customer to schedule PM’s. No longer do we have to rely on the customer reading the sticker on their windshield.

FASTER Service Center The FASTER Service Center is a casual user piece for the FASTER system. It runs on your organization’s intranet and is accessed via a web browser. The Service Center provides your customers access to information on their vehicles and equipment. They can check on the status of a current work order, review past work orders and view any related pictures, or check when their next PM is due. The e-Request feature allows your customers to electronically request and schedule appointments for maintenance, repairs or PM’s. In addition, department managers can use the Service Center to review costs, previous work order history and billing information.

FASTER has been a great asset to our stockroom and inventory management. It has also enabled us to implement a “pay as you go” billing system for our departments and we have used FASTER repair data to implement changes to our spec process, as well as track downtime and repair orders “real time.” There are many off-the-shelf re­ports and tracking systems that come with FASTER and we get great support for changing reports to meet our specific needs.

—Marv Duncan

Fleet Manager Sedgwick Co. Central Fleet Management Wichita, KS

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FASTER Support Services CCG sets the industry standard for service and excellence. We strive for responsive solutions and providing a maximum return on your investment.

FASTER Technical Support Toll fee 24-hour support year round. Customized onsite consultative visit annually. Guaranteed maximum three (3) hour response time. Remote access through iLinc® for improved troubleshooting and diagnostics of your system. Application demonstration via iLinc® . Remote reconfiguring of your system via iLinc®. FTP access to upload your site’s files for analysis. Support tools such as user manuals, interactive tutorials, data dictionary, user website and more. All new enhancements as part of ongoing support. Online access to download patches and updates as soon as they become available. Overnight delivery at no extra charge.

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I recently had a meeting with our site’s computer support personnel about buying a new server in prepara­tion for our upgrade to SABER. I’ll also upgrade several clients in the process. When the assistant director asked about support for the upgrade to SABER, the system analyst said it will not be a problem because CCG is the best third-party vendor he has ever worked with. He went on to say he works with a lot of third-party vendors for the University and he wished they all were as good as CCG.

Fleet Operations Support Bi-monthly FASTER News newsletter since 1987. Quarterly For Customers Only newsletter since 1995.

—David Strom, CAFM

Manager of Transportation Services Iowa State University Ames, IA

Monthly Tech News newsletter since 1999. User website providing online access to documentation, fleet publications technical support, event calendars, online registration and more. Access to process documentation, updated with each release including annotated diagrams and schematics. Customized consultative services.

Training and Educational Opportunities Annual National Conference since 1987. Annual regional training workshops since 1991. Training opportunities offered bi-monthly. Tutorial CD’s, Manuals and Job Aids.

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About CCG–What Sets Us Apart? Our Purpose To make a positive difference in all the areas we serve.

Our Mission To provide superior software and phenomenal service.

Our Seven Abiding Values Commitment to Serve Open Communication Honesty Excellence Learning Environment Innovation & Change Stewardship 11

Our History CCG Systems, Inc. is a company driven by its purpose, mission and values. Our mission keeps every single member of the CCG team focused on a holistic approach to working with customers. At CCG, we understand that having software that is comprehensive and effective is only the beginning. The real and long-term benefits include: How the outcomes (real-time information and reports) assist the fleet operation in meeting objectives. How fleet processes are explored and served via technology. How well every employee understands and utilizes the information available.

CCG Systems, Inc. started in 1982 with three employees. BOS FASTER was first developed for a large city and was successfully installed on an IBM Mainframe. It was ported to a microcomputer environment for installation at a medium-sized city in 1983. In 1995 CCG Systems, Inc. began development of its client-server version, FASTER. With the advent of FASTER, CCG Systems, Inc. has assumed all of the responsibilities for both the BOS FASTER and FASTER versions. From the beginning, its design was tailored to meet the needs of mixed fleets of various sizes and compositions. As of 2006, CCG is headquartered in Norfolk, VA, with regional office locations including Bailey, CO, Naples, FL, and Dallas/Ft. Worth, TX. Our system is installed at locations all across the United States and Canada, with several additional sites in various stages of the preinstallation process. The majority of our installations are municipal governments with fleets varying in size from 50 to over 11,000. Through the years of growth, the CCG philosophy has been one of constant, controlled growth. In 1987, we had 14 customers. By the year 2005, we had over 275! We are meeting the challenge of growth through the better use of technology, as well as additional staff. At the core of everything we do is the understanding that technology, though an aid, does not make the vital difference—people do. Our motto at CCG is, “If all you want is a product, any fleet program will do…if you’re looking for a partner, join with CCG Systems. Together we can make a difference.”

We are very active with our use of the FASTER system. We went live with the system in 1999 and have never looked back with any regrets. No system is perfect, but I will tell you where CCG stands heads above its competition is in customer support. No matter what time of day or night, a CCG employee answers the phone. Every release makes the system better. I use the system and my staff can make it sing and dance. In my opinion CCG is the best program for the money and they have the best support staff in the nation. Since I teach fleet management around the US, I have spoken with hundreds of organizations that have purchased different fleet maintenance software systems and have heard the horror stories of what they have experienced. I have never had a problem with CCG that was not openly discussed or a solution not found. I highly recommend the CCG FASTER system.

—Bill DeRousse

Fleet Manager, City of Everett, WA

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About CCG–What Sets Us Apart? Fleet Services and IT recently de­ployed the FASTER Fleet Manage­ ment Information System. This was a major software deployment which affected all Fleet Services employ­ ees down to the line mechanic. The stakes were high but the payoff was worth it. It has been said, “If you can’t measure it, you can’t manage it”. Along with an automated work order system, Fleet Services can now produce management reports and track inventory with detail and precision. Before, this was either not possible or performed by hand with pencil and paper. The success of the project is directly attributed to the teaming between Fleet Ser­vices, IT and CCG Systems, Inc.

—Kevin B Gunn

Director of Information Technology City of Killeen, TX

How Are We Different? The CCG FASTER team stands alone in the expertise with which all our employees and partners serve our customers and support the FASTER system. Our core staff have been serving customers for more than a decade. During that time, the company has experienced significant and consistent growth. To support our customers as we grow, CCG consistently places our highest priority on growing our frontline customer support personnel first. In addition to highly-qualified support specialists, systems analysts, software engineers and trainers, we offer several fleet professionals (with more than 150 years of collective fleet experience) on staff who provide outstanding onsite training and support. In addition, these team members lead our project management and implementation services team and assist in directing our annual onsite consultative visits with each customer. CCG’s dedication to the fleet industry is evident in our degree of staff involvement in all aspects of fleet management, including serving on various boards, working with certification programs and speaking at numerous local, regional and national fleet learning sessions. In 2004, CCG employees began the process of becoming a 100% employee-owned corporation by adopting an Employee Stock Ownership Plan (ESOP). As an owner, each employee shares in CCG’s success and challenges. This reality creates a company-wide emphasis on customer satisfaction and operating effectiveness. Ownership also fosters innovation, high morale, loyalty and a continuous drive for improvements in all areas. Every single CCG team member takes great pride in ensuring each customer feels valued and served.

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Benefits of Employee Ownership Successful implementation of our business plan providing superior software with phenomenal service. Attracting, developing, and retaining sought-after professionals with in-demand expertise. Being the employer of choice with the lowest turnover in the industry. Creating a competitive advantage for CCG based on customer satisfaction. 14

Technical Information The Architecture of FASTER FASTER is a three-tiered Windows‑based application comprised of a client interface, application server module and data storage. The client features a standardized graphical user interface (GUI), operates on a Windows® 2000 or XP Professional based PC and communicates through a local gateway connection to the application server module. The FASTER application server module resides on a Windows® 2000/2003 server and is partitioned into a named pipe service providing a heritage interface to the COM+ objects, which provide business rules and logic. This module controls the input/output processes to the Relational Database Management System (RDMS) via an OLE DB connection. A Windows® domain controller or member server with maintained user accounts provides the Microsoft authentication required for client access to the both the FASTER Server and client applications. The simplest configuration locates the users and server objects in the same domain. FASTER is also successfully deployed in Novell® based networks running the TCP/IP protocol where Microsoft® authentication is gained by linking the Novell® and Microsoft® user accounts. This avoids multiple user logins for each account to access all authorized network resources and reduces the network security and support teams’ administrative tasks. Server computers must be configured with static IP addressing, while the workstations may use DHCP for IP assignment. Switched Ethernet is the optimal LAN topology providing a minimum of 10 mbps throughput to the desktop. Fiber connections are preferred to supply high speed connections to the user LAN(s) across the MAN/WAN. Wireless, Microwave and other transmission methods are also used in successful WAN/MAN installations. Capability and 15

consistency of high speed transmission over the local area network (LAN) and wide area network (WAN) from the server to the client has significant ramifications on response time. Bandwidth requirements must be scaled to anticipated user load to ensure acceptable performance.

Server Requirements FASTER requires a Windows® 2000 or 2003 Server with all operating system critical updates and service packs applied, Microsoft® .Net Framework v1.1, Microsoft MDAC v2.8 and client access licenses equal to the number of users. Coresident server applications should be discussed with the CCG Systems support team to ensure compatibility with the FASTER application. Microsoft® SQL 2000 Standard Technical Edition is the recommended SQL database version for a FASTER implementation. Small Business Server 2003 Premium Edition is an optional bundled server suite that may be advantageous to smaller sites and those with limited server and network support. It includes Windows® 2003 Server, MS SQL 2000 Standard Edition and other server applications to support sites of up to 75 users. For sites preferring an Oracle® RDMS, FASTER supports Oracle® 9i Release 2. The RDMS may be installed on the site’s server platform of choice. When selecting servers, specific configurations are dictated by user load and server utilization. Database or combination use servers should include multiple, redundant hard disks configured in RAID arrays with CPU and memory scaled to meet user load. CCG employs certified systems and network engineers to assist sites in selecting hardware and networking solutions to meet their needs by working closely with the local IT support team.

I just wanted to commend your staff for the wonderful customer support I have received over the years. No mat­ter when I call, no matter what the problem, someone is always eager to help me resolve my problem in a timely, professional manner. Technology continues to advance at a mind-boggling pace and CCG Systems, Inc. continues to keep pace, of­fer a qual­ity prod­uct (that I would highly rec­ommend to anyone in need of fleet man­agement software) and ex­cel in cus­tomer support. A perfect blend of modern technology and good, old-fashioned customer support. Thank you.

—Alan Savarese

Fleet Manager City of Miami General Services Administration, FL

Installation Deployment Types Full Client Thin Client Mixed-Mode Application Hosting

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Technical Information It’s not often in business that a company will be so caring towards their customers. When our server went down and I was at my wits end after spending the entire night trying to get it up and running, the CCG support member casually and calmly helped me through it…They’ll never know how much I appreciated the calm, caring attitude and the help provided… I want CCG to know that they have my undying gratitude.

—Michael Scanlon

Specialized Systems Support Engineer Fleet Services Division Broward County Sheriffs Office, FL

Full Client A full client installation consists of all client software being loaded and configured on the local workstations. Full client installations can require a single server or several servers depending on user load, hardware configuration, selected RDMS or method of deployment. Sites with less than 20 users can achieve satisfactory results utilizing Microsoft® SQL server and the FASTER application server module residing on a single server. Larger sites with more than 20 users and sites utilizing an Oracle RDBMS must deploy separate servers for the RDBMS and FASTER application server module. The FASTER Server functions seamlessly with data centrally contained in an enterprise database management system shared with other databases. FASTER is also in production at sites utilizing NAS and SANS storage devices and can be successfully installed and configured on virtual environment server platforms such as VMWare. Placement of the application and database servers is critical. There are generally two recommended configurations: A locally contained environment deploys the server(s) and user workstations in the same local area network (LAN) with network infrastructure capable of supporting 10/100 Mbps rates to the desktop. A centrally managed server environment is maintained by co-locating the application and database server(s) at a data center connected via high-speed WAN link to the user LAN(s).

Thin Client A thin client solution features applications executing in a server environment accessed through user sessions. Content of the user sessions or access to resources can be customized for individual users or user groups. Minimal application software is installed on the workstation PC. FASTER is deployed in a thin client environment utilizing Terminal Services and/or Citrix Metaframe. The thin client solution supports minimally configured PC’s running Windows 95/98, Windows 2000 or XP, or network terminals (WinTerms). Terminal Services is integrated into Windows 2000/2003 Server and can be utilized with or without the CITRIX 17

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Metaframe operating system layer. Additional Terminal Services licensing is required for this configuration. Deploying in a thin client configuration may also require the addition of a terminal services server computer(s) to service the client sessions.

Mixed-Mode In some cases, the best solution is a customized combination of the Full and Thin installation options. In these instances, the CCG Systems, Inc. Project Management team will work closely with your site to devise the best configuration and necessary requirements for your needs.

Application Hosting Mercury Associates, Inc. (www.mercury-assoc.com).This partnership provides FASTER subscribers with commercial-grade application hosting infrastructure, Application Hosting Internet access, and professional platform support services. 18

Technical Information

More and more fleet operations are considering outsourcing the housing and maintenance of their fleet software and data.There are several considerations to evaluate before making this decision. Application hosting can be an ideal fit for sites with any of the common issues listed below. Overburdened or inadequate information services resources. Concerns about security, viruses and worms. A limited capital budget for hardware purchase and maintenance. An Enterprise information solution that does not meet your fleet information needs. Concerns about regular and reliable backups. Inadequate support or commitment from IT. Overburdened or inadequate information services resources . Application hosting can address these issues offering the following benefits. Minimal IT expertise needed on staff or from another internal department. Minimal hardware requirements for all client machines. Seamless upgrades. Ensured daily backups.

Trust us to be there. Guaranteed data security and integrity. Continued ability to interface with other software applications, as needed.

Servers for Application Hosting Mercury’s servers are manned 24x7, provide on-demand network bandwidth, comprehensive facility and server security, and multi-tier infrastructure redundancy. The Level(3) data center facility provides redundant power, HVAC, card-key and biometric scan security access, security guards, and hands-on support around the clock. Servers are mounted in industry-standard racks with combination locks on each cabinet. All racks are bolted to the raised-floor tiles, which in turn are secured to the floor pedestals. The data center is designed to ensure uninterrupted service to Application Hosting subscribers, with full redundancy. Redundant UPS systems are deployed in an N+1 parallel, failsafe configuration. Backup power generators provide for up to 100 percent of peak load with an onsite fuel supply and a provision for refueling contracts in the event of an extended power failure. An Automatic Transfer Switch (ATS) provides a smooth transition from the UPS/battery backup to the generator backup. Another notable attribute of the data center in which FASTER is hosted is its bandwidth capacity (i.e., the amount of data that can be moved from the data center to our clients at any one time). The center uses an OC-192 connection, which is the largest commercially available network bandwidth capacity available in the world–boasting data transfer rates of 9.95 gigabytes per second. Essentially, this means that our subscribers will never experience problems with system response time as a result of insufficient bandwidth and throughput capacity at the data center. Additionally, the data center provides multiple routes for data to travel over the Internet, which provides reliability and increased performance.

I wanted to drop you a note and let you know how much I appreciate CCG’s commitment to customer support. When we placed a new server on­line, the changeover went very well, but things began to deterio­rate the following week and then came to a screeching halt. We were unable to write to the server, inquiries worked but no adds or up­dates would go through. It was, in effect, raining locked computers. I tried a few things to get a handle on what was happening and quick­ ly recognized I needed real help. Your staff took the information I had and gave me clear calm direction on what to do. In the middle of carry­ing out those instructions, I got a call from another CCG support per­son (Brian) who was taking over the reigns—it was 5 p.m. He was calling to familiarize himself with the situ­ ation and offer help. It just so hap­ pened I was on the phone with our IT department, we were executing the plan and together we got the job done. Viola, it worked! Our use of technology and sound management has made this orga­ nization prosper in efficiency and quality production. When one of the foundation stones looks to be crumbling, it’s well...scary. We can operate without FASTER but all our polish is tied to the functionality of our fleet management system. Thanks to CCG’s commitment to excellence, expert support team and able support on the hardware side, we were back in business. I thought you should know again why CCG is the best friend a sys­tem administrator can have.

—W. Kent Carneal

Fleet Maintenance Supervisor Loudoun County Central Garage Leesburg, VA

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Technical Information For the last seven years that we have been doing business together, the CCG team has never ceased to amaze me with their outstanding dedication to customer service, training and education.

—Rick Longobart

Equipment Supervisor City of Inglewood, CA

ISP, Network & Workstation Standards for Application Hosting In order to utilize FASTER, subscribers should have a broadband Internet connection with a speed of at least 128 Kbps. Other acceptable alternatives are: Bonded ISDN OC-x, T1 DSL and DS3/T3 cable modem. Although dial-up connections via modem can be used to access FASTER, this is not recommended except when users process limited numbers of work orders, parts transactions, or other activities. While system response times can be very satisfactory at connection speeds of as little as 28 Kbps, there often is inconsistency with dialup connection speeds. A dial-up connection to an ISP can provide data transmission speeds of anywhere from 14.4 Kbps to 50.4 Kbps–depending on factors. Wireless connections can also be used, including WI-FI hotspots, CDPD, CDMA, and other high-speed wireless solutions. However, CCG must verify the security protocols for all proposed wireless users. Local area networks (LAN) of 10 Mbps or faster are supported. The local area network should be TCP/IP based. Other network protocols, such as SPX/IPX, are supported, but these require additional configuration and support services. CCG must be notified of the proposed use of LAN’s that do not support TCP/IP. With a FASTER subscription, end user workstations do not host any FASTER-related application software or data. The workstation is used only for network connectivity, web browser functionality, printing, and communication with the Application Hosting platform. Workstation minimum requirements are: Windows 95 Video card– 256 bit color; 800x600 resolution 100 MHz Processor Mouse and Keyboard 64 MB RAM 50 MB free disk space Network card with LAN/WAN connectivity .

System Administration System Setup & Maintenance CCG’s mission is to provide superior software and phenomenal service. We partner with every customer to ensure the smoothest installation and most comprehensive support. System administration and maintenance for the full, thin and mixed-mode deployments (including all desktop/server hardware 21

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and operating systems, RDMS Server software, network infrastructure, supplemental software programs and applications), however, are the responsibility of the customer site personnel. These services are vital to providing a stable and efficient environment for the FASTER system and may be contracted from an outside local vendor. Supporting this world-class data center is a team of highly trained systems administrators, database administrators, and network engineers, who proactively manage the platform and respond to system issues that can affect system availability and performance. Access to Application Hosting platform support staff is available by e-mail, instant messaging, telephone, and facsimile.

Report Administration The standard reports provided with the FASTER application are created in Crystal Reports. Crystal Reports software is not required to execute the run-time compiled reports; however, some sites prefer the ability to create and modify reports. This product and licensing cannot be obtained through CCG Systems, Inc. but may be obtained from most resellers or directly from Crystal Decisions (www.crystaldecisions.com). Please contact CCG prior to purchasing Crystal Reports to verify the current recommended version. CCG also provides report writer training on the FASTER database via regional training sessions and/or onsite specialized training.

Disaster Recovery CCG provides a CD with the FASTER application programs and standard reports to the site, which can be used to reload a workstation or server as necessary. The database file that stores the fleet information is typically housed on a SQL Server (or Oracle server) separate from the application and should be scheduled to automatically back up at least once daily via a SQL Server (or Oracle) maintenance plan utility. This data file can 22

Technical Information A Management Audit was performed in early 1996 on the City of Galveston Maintenance Facility and a poor evaluation was given. The facility was reorganized and the CCG FASTER software was researched, purchased, installed and utilized later that year. This move was the key ingredient that assisted in improving the operation. In fact, a second Performance Audit was completed in 2000, and the Maintenance Facility received an impressive and outstanding evaluation. The audit’s conclusion line contained the following state­ment: “The operation of the City Mainte­nance Facility is one of the finest ob­served in a municipal goverment. The City and the employees of the facility should be proud of this opera­tion.” We appreciate the FASTER software and CCG’s supportive staff for their assistance with our project.

—David A. Smith

Fleet Manager Municipal Garage Facility City of Galveston, TX

be used to restore the fleet information. Your site’s network policies dictate the frequency of full server and workstation backups in addition to this data file backup. CCG recommends that the data file be stored off site or written to removable media as an added precaution. With appropriate precautions and full assistance from the CCG support team, the site can quickly recover from catastrophic failure. The backup and recovery process is designed in the pre-implementation phase and configured during installation. For application hosting sites, CCG via Mercury Associates will provide daily system backups to ensure data recovery in the event of a disaster. CCG shall maintain the ability to recover all data input into the application database in the 24 hours immediately preceding a disaster. All customer data will be archived in a secure off-site location(s) at least once a week.

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Software. Expertise. Service.

CCG Systems, Inc. 2730 Ellsmere Avenue Norfolk, VA 23513 voice: 1.800.753.2783 fax: 757.625.5114 email: [email protected] web: www.ccgsystems.com