gTLD	Full Legal Name	E-mail suffix	Detail
.ice	IntercontinentalExchange, Inc.	theice.com	View

1 MECHANISMS DESIGNED TO PREVENT ABUSIVE REGISTRATIONS
Rights protection is a core objective of ICE. ICE will implement and adhere to any rights protection mechanisms (RPMs) that may be mandated from time to time by ICANN, including each mandatory RPM set forth in the Trademark Clearinghouse model contained in the Registry Agreement, specifically Specification 7. ICE acknowledges that, at a minimum, ICANN requires a Sunrise period, a Trademark Claims period, and interaction with the Trademark Clearinghouse with respect to the registration of domain names for the .ice gTLD. It should be noted that because ICANN, as of the time of this application submission, has not issued final guidance with respect to the Trademark Clearinghouse, ICE cannot fully detail the specific implementation of the Trademark Clearinghouse within this application. ICE will adhere to all processes and procedures to comply with ICANN guidance once this guidance is finalized.
As described in this response, ICE will implement a Sunrise period and Trademark Claims service with respect to the registration of domain names within the .ice gTLD. Certain aspects of the Sunrise period and⁄or Trademark Claims service may be administered on behalf of ICE by ICE-approved registrars or by subcontractors of ICE, such as its selected backend registry services provider, Verisign.
ICE plans to administer the .ice gTLD as a closed corporate brand and will not accept registration of second-level domains and⁄or records from external sources. ICE expects a very modest number of domain registrations - fewer than 100 per year. As such, ICE expects to be readily able to adhere to any rights protection mechanisms during the registration process.

Sunrise Period. As provided by the Trademark Clearinghouse model set forth in the ICANN Applicant Guidebook, the Sunrise service pre-registration procedure for domain names continues for at least 30 days prior to the launch of the general registration of domain names in the gTLD.
During the Sunrise period, holders of marks that have been previously validated by the Trademark Clearinghouse receive notice of domain names that are an identical match (as defined in the ICANN Applicant Guidebook) to their mark(s). Such notice is in accordance with ICANN’s requirements and is provided by ICE either directly or through ICE-approved registrars.
ICE requires all registrants, either directly or through ICE-approved registrars, to i) affirm that said registrants meet the Sunrise Eligibility Requirements (SER) and ii) submit to the Sunrise Dispute Resolution Policy (SDRP) consistent with Section 6 of the Trademark Clearinghouse model. At a minimum ICE recognizes and honors all word marks for which a proof of use was submitted and validated by the Trademark Clearinghouse as well as any additional eligibility requirements as specified in Question 18.
During the Sunrise period, ICE and⁄or ICE-approved registrars, as applicable, are responsible for determining whether each domain name is eligible to be registered (including in accordance with the SERs).
Trademark Claims Service. As provided by the Trademark Clearinghouse model set forth in the ICANN Applicant Guidebook, all new gTLDs will have to provide a Trademark Claims service for a minimum of 60 days after the launch of the general registration of domain names in the gTLD (Trademark Claims period).
During the Trademark Claims period, in accordance with ICANN’s requirements, ICE or the ICE-approved registrar will send a Trademark Claims Notice to any prospective registrant of a domain name that is an identical match (as defined in the ICANN Applicant Guidebook) to any mark that is validated in the Trademark Clearinghouse. The Trademark Claims Notice will include links to the Trademark Claims as listed in the Trademark Clearinghouse and will be provided at no cost.
Prior to registration of said domain name, ICE or the ICE-approved registrar will require each prospective registrant to provide the warranties dictated in the Trademark Clearinghouse model set forth in the ICANN Applicant Guidebook. Those warranties will include receipt and understanding of the Trademark Claims Notice and confirmation that registration and use of said domain name will not infringe on the trademark rights of the mark holders listed. Without receipt of said warranties, the ICE or the ICE-approved registrar will not process the domain name registration.
Following the registration of a domain name, the ICE-approved registrar will provide a notice of domain name registration to the holders of marks that have been previously validated by the Trademark Clearinghouse and are an identical match. This notice will be as dictated by ICANN. At a minimum ICE will recognize and honor all word marks validated by the Trademark Clearinghouse.

2 MECHANISMS DESIGNED TO IDENTIFY AND ADDRESS THE ABUSIVE USE OF REGISTERED NAMES ON AN ONGOING BASIS
In addition to the Sunrise and Trademark Claims services described in Section 1 of this response, ICE implements and adheres to RPMs post-launch as mandated by ICANN, and confirms that registrars accredited for the .ice gTLD are in compliance with these mechanisms. Certain aspects of these post-launch RPMs may be administered on behalf of ICE by ICE-approved registrars or by subcontractors of ICE, such as its selected backend registry services provider, Verisign.
These post-launch RPMs include the established Uniform Domain-Name Dispute-Resolution Policy (UDRP), as well as the newer Uniform Rapid Suspension System (URS) and Trademark Post-Delegation Dispute Resolution Procedure (PDDRP). Where applicable, ICE will implement all determinations and decisions issued under the corresponding RPM.

After a domain name is registered, trademark holders can object to the registration through the UDRP or URS. Objections to the operation of the gTLD can be made through the PDDRP.

The following descriptions provide implementation details of each post-launch RPM for the .ice gTLD:

• UDRP: The UDRP provides a mechanism for complainants to object to domain name registrations. The complainant files its objection with a UDRP provider and the domain name registrant has an opportunity to respond. The UDRP provider makes a decision based on the papers filed. If the complainant is successful, ownership of the domain name registration is transferred to the complainant. If the complainant is not successful, ownership of the domain name remains with the domain name registrant. ICE and entities operating on its behalf adhere to all decisions rendered by UDRP providers.
• URS: As provided in the Applicant Guidebook, all registries are required to implement the URS. Similar to the UDRP, a complainant files its objection with a URS provider. The URS provider conducts an administrative review for compliance with filing requirements. If the complaint passes review, the URS provider notifies the registry operator and locks the domain. A lock means that the registry restricts all changes to the registration data, but the name will continue to resolve. After the domain is locked, the complaint is served to the domain name registrant, who has an opportunity to respond. If the complainant is successful, the registry operator is informed and the domain name is suspended for the balance of the registration period; the domain name will not resolve to the original website, but to an informational web page provided by the URS provider. If the complainant is not successful, the URS is terminated and full control of the domain name registration is returned to the domain name registrant. Similar to the existing UDRP, ICE and entities operating on its behalf adhere to decisions rendered by the URS providers.
• PDDRP: As provided in the Applicant Guidebook, all registries are required to implement the PDDRP. The PDDRP provides a mechanism for a complainant to object to the registry operator’s manner of operation or use of the gTLD. The complainant files its objection with a PDDRP provider, who performs a threshold review. The registry operator has the opportunity to respond and the provider issues its determination based on the papers filed, although there may be opportunity for further discovery and a hearing. ICE participates in the PDDRP process as specified in the Applicant Guidebook.

Additional Measures Specific to Rights Protection. ICE provides additional measures against potentially abusive registrations. These measures help mitigate phishing, pharming, and other Internet security threats. The measures exceed the minimum requirements for RPMs defined by Specification 7 of the Registry Agreement and are available at the time of registration. These measures include:


• Rapid Takedown or Suspension Based on Court Orders: ICE complies promptly with any order from a court of competent jurisdiction that directs it to take any action on a domain name that is within its technical capabilities as a TLD registry. These orders may be issued when abusive content, such as child pornography, counterfeit goods, or illegal pharmaceuticals, is associated with the domain name.
• Anti-Abuse Process: ICE implements an anti-abuse process that is executed based on the type of domain name takedown requested. The anti-abuse process is for malicious exploitation of the DNS infrastructure, such as phishing, botnets, and malware.
• Authentication Procedures: Verisign, ICE’s selected backend registry services provider, uses two-factor authentication to augment security protocols for telephone, email, and chat communications.
• Malware Code Identification: This safeguard reduces opportunities for abusive behaviors that use registered domain names in the gTLD. Registrants are often unknowing victims of malware exploits. As ICE’s backend registry services provider, Verisign has developed proprietary code to help identify malware in the zones it manages, which in turn helps registrars by identifying malicious code hidden in their domain names.
• DNSSEC Signing Service: Domain Name System Security Extensions (DNSSEC) helps mitigate pharming attacks that use cache poisoning to redirect unsuspecting users to fraudulent websites or addresses. It uses public key cryptography to digitally sign DNS data when it comes into the system and then validate it at its destination. The .ice gTLD is DNSSEC-enabled as part of Verisign’s core backend registry services.

3. RESOURCING PLANS
Resource Planning
ICE maintains a dedicated Information Security department of 10 full-time employees and a dedicated legal staff of more than 10 in-house attorneys including specialists in intellectual property. Additionally, ICE retains external counsel to augment specific legal disciplines. Rights protection is within the current remit of these groups and they have adequate capacity to process any claims that may arise from .ice registration activity.
Resource Planning Specific to Backend Registry Activities
Verisign, ICE’s selected backend registry services provider, is an experienced backend registry provider that has developed a set of proprietary resourcing models to project the number and type of personnel resources necessary to operate a TLD. Verisign routinely adjusts these staffing models to account for new tools and process innovations. These models enable Verisign to continually right-size its staff to accommodate projected demand and meet service level agreements as well as Internet security and stability requirements. Using the projected usage volume for the most likely scenario (defined in Question 46, Template 1 – Financial Projections: Most Likely) as an input to its staffing models, Verisign derived the necessary personnel levels required for this gTLD’s initial implementation and ongoing maintenance. Verisign’s pricing for the backend registry services it provides to ICE fully accounts for cost related to this infrastructure, which is provided as Line IIb.G, Total Critical Registry Function Cash Outflows, within the Question 46 financial projections response.
Verisign employs more than 1,040 individuals of which more than 775 comprise its technical work force. (Current statistics are publicly available in Verisign’s quarterly filings.) Drawing from this pool of on-hand and fully committed technical resources, Verisign has maintained DNS operational accuracy and stability 100 percent of the time for more than 13 years for .com, proving Verisign’s ability to align personnel resource growth to the scale increases of Verisign’s TLD service offerings.
Verisign projects it will use the following personnel roles, which are described in Section 5 of the response to Question 31, Technical Overview of Proposed Registry, to support the implementation of RPMs:
• Customer Affairs Organization: 9
• Customer Support Personnel: 36
• Information Security Engineers: 11

To implement and manage the .ice gTLD as described in this application, Verisign, ICE’s selected backend registry services provider, scales, as needed, the size of each technical area now supporting its portfolio of TLDs. Consistent with its resource modeling, Verisign periodically reviews the level of work to be performed and adjusts staff levels for each technical area.
When usage projections indicate a need for additional staff, Verisign’s internal staffing group uses an in-place staffing process to identify qualified candidates. These candidates are then interviewed by the lead of the relevant technical area. By scaling one common team across all its TLDs instead of creating a new entity to manage only this proposed gTLD, Verisign realizes significant economies of scale and ensures its TLD best practices are followed consistently. This consistent application of best practices helps ensure the security and stability of both the Internet and this proposed gTLD, as Verisign holds all contributing staff members accountable to the same procedures that guide its execution of the Internet’s largest TLDs (i.e., .com and .net). Moreover, by augmenting existing teams, Verisign affords new employees the opportunity to be mentored by existing senior staff. This mentoring minimizes start-up learning curves and helps ensure that new staff members properly execute their duties.

gTLD	Full Legal Name	E-mail suffix	Detail
.thehartford	Hartford Fire Insurance Company	thehartford.com	View

1 MECHANISMS DESIGNED TO PREVENT ABUSIVE REGISTRATIONS
Rights protection is a core objective of The Hartford. The Hartford will implement and adhere to any rights protection mechanisms (RPMs) that may be mandated from time to time by ICANN, including each mandatory RPM set forth in the Trademark Clearinghouse model contained in the Registry Agreement, specifically Specification 7. The Hartford acknowledges that, at a minimum, ICANN requires a Sunrise period, a Trademark Claims period, and interaction with the Trademark Clearinghouse with respect to the registration of domain names for the .THEHARTFORD gTLD. It should be noted that because ICANN, as of the time of this application submission, has not issued final guidance with respect to the Trademark Clearinghouse, The Hartford cannot fully detail the specific implementation of the Trademark Clearinghouse within this application. The Hartford will adhere to all processes and procedures to comply with ICANN guidance once this guidance is finalized.

As described in this response, The Hartford will implement a Sunrise period and Trademark Claims service with respect to the registration of domain names within the .THEHARTFORD gTLD. Certain aspects of the Sunrise period and⁄or Trademark Claims service may be administered on behalf of The Hartford by The Hartford-approved registrars or by subcontractors of The Hartford, such as its selected backend registry services provider, Verisign.

The Hartford will be the only authorized registrant for domain names in the .THEHARTFORD TLD, so The Hartford will be the respondent in all RPM proceedings. Because The Hartford is the sole registrant of domain names within the .THEHARTFORD TLD, the RPMs mandated by ICANN are targeted mainly at abusive behavior from within The Hartford. The Hartford considers the risk of infringement within the TLD to be minimal due to the internal processes implemented to control domain name registration, as detailed in Question 28.
The Hartford plans to implement the following timeline to enforce the Sunrise Period and the Trademark Claims service:
• Day 1: Sunrise Period opens
• Day 30: Sunrise Period closes
• Day 31: General registration begins; Trademark Claims service begins
• Day 91: Trademark Claims service ends

The Sunrise Period will provide trademark holders satisfying the eligibility restrictions of .THEHARTFORD with a 30-day priority period in which to register trademarks as domain names. Due to The Hartford’s eligibility restrictions, only The Hartford will be able to register domain names during this period. In the unlikely event that The Hartford’s IP Unit identifies a domain name request that includes an “Identical Match” to a trademark listed in the Trademark Clearinghouse, The Hartford will notify the owner of that trademark. A more in-depth description of the Sunrise Period and Trademark Claims service is below.

Sunrise Period. As provided by the Trademark Clearinghouse model set forth in the ICANN Applicant Guidebook, the Sunrise service pre-registration procedure for domain names continues for at least 30 days prior to the launch of the general registration of domain names in the gTLD (unless The Hartford decides to offer a longer Sunrise period).

During the Sunrise period, holders of marks that have been previously validated by the Trademark Clearinghouse receive notice of domain names that are an identical match (as defined in the ICANN Applicant Guidebook) to their mark(s). Such notice is in accordance with ICANN’s requirements and is provided by The Hartford either directly or through The Hartford-approved registrars.
The Hartford requires all registrants, either directly or through The Hartford-approved registrars, to i) affirm that said registrants meet the Sunrise Eligibility Requirements (SER) and ii) submit to the Sunrise Dispute Resolution Policy (SDRP) consistent with Section 6 of the Trademark Clearinghouse model. At a minimum The Hartford recognizes and honors all word marks for which a proof of use was submitted and validated by the Trademark Clearinghouse as well as any additional eligibility requirements as specified in Question 18.

During the Sunrise period, The Hartford and⁄or The Hartford-approved registrars, as applicable, are responsible for determining whether each domain name is eligible to be registered (including in accordance with the SERs).

Trademark Claims Service. As provided by the Trademark Clearinghouse model set forth in the ICANN Applicant Guidebook, all new gTLDs are required to provide a Trademark Claims service for a minimum of 60 days after the launch of the general registration of domain names in the gTLD (Trademark Claims period).

During the Trademark Claims period, in accordance with ICANN’s requirements, The Hartford or the The Hartford-approved registrar will send a Trademark Claims Notice to any prospective registrant of a domain name that is an identical match (as defined in the ICANN Applicant Guidebook) to any mark that is validated in the Trademark Clearinghouse. The Trademark Claims Notice will include links to the Trademark Claims as listed in the Trademark Clearinghouse and will be provided at no cost.

Prior to registration of said domain name, The Hartford or the The Hartford-approved registrar will require each prospective registrant to provide the warranties dictated in the Trademark Clearinghouse model set forth in the ICANN Applicant Guidebook. Those warranties will include receipt and understanding of the Trademark Claims Notice and confirmation that registration and use of said domain name will not infringe on the trademark rights of the mark holders listed. Without receipt of said warranties, the The Hartford or the The Hartford-approved registrar will not process the domain name registration.

Following the registration of a domain name, the The Hartford-approved registrar will provide a notice of domain name registration to the holders of marks that have been previously validated by the Trademark Clearinghouse and are an identical match. This notice will be as dictated by ICANN. At a minimum The Hartford will recognize and honor all word marks validated by the Trademark Clearinghouse.

2 MECHANISMS DESIGNED TO IDENTIFY AND ADDRESS THE ABUSIVE USE OF REGISTERED NAMES ON AN ONGOING BASIS

In addition to the Sunrise and Trademark Claims services described in Section 1 of this response, The Hartford implements and adheres to RPMs post-launch as mandated by ICANN, and confirms that registrars accredited for the .THEHARTFORD gTLD are in compliance with these mechanisms. Certain aspects of these post-launch RPMs may be administered on behalf of The Hartford by The Hartford-approved registrars or by subcontractors of The Hartford, such as its selected backend registry services provider, Verisign.

As The Hartford will be the sole registrant of .THEHARTFORD domain names, the ongoing RPMs will relate mainly to abusive behavior from within The Hartford. Although such abuse will be prevented by the internal processes described in the response to Question 28, The Hartford will further comply with all responsibilities as both the Registrant and the Registry Operator pursuant to the Uniform Domain Name Dispute Resolution Policy (UDRP), Uniform Rapid Suspension System (URS), Trademark Post-Delegation Dispute Resolution Procedure (PDDRP), and any other applicable RPMs that may be introduced in the future, in accordance with ICANN requirements.

Where applicable, The Hartford will implement all determinations and decisions issued under the corresponding RPM.

After a domain name is registered, trademark holders can object to the registration through the UDRP or URS. Objections to the operation of the gTLD can be made through the PDDRP.

The following descriptions provide implementation details of each post-launch RPM for the .THEHARTFORD gTLD:

• UDRP: The UDRP provides a mechanism for complainants to object to domain name registrations. The complainant files its objection with a UDRP provider and the domain name registrant has an opportunity to respond. The UDRP provider makes a decision based on the papers filed. If the complainant is successful, ownership of the domain name registration is transferred to the complainant. If the complainant is not successful, ownership of the domain name remains with the domain name registrant. The Hartford and entities operating on its behalf adhere to all decisions rendered by UDRP providers.
• URS: As provided in the Applicant Guidebook, all registries are required to implement the URS. Similar to the UDRP, a complainant files its objection with a URS provider. The URS provider conducts an administrative review for compliance with filing requirements. If the complaint passes review, the URS provider notifies the registry operator and locks the domain. A lock means that the registry restricts all changes to the registration data, but the name will continue to resolve. After the domain is locked, the complaint is served to the domain name registrant, who has an opportunity to respond. If the complainant is successful, the registry operator is informed and the domain name is suspended for the balance of the registration period; the domain name will not resolve to the original website, but to an informational web page provided by the URS provider. If the complainant is not successful, the URS is terminated and full control of the domain name registration is returned to the domain name registrant. Similar to the existing UDRP, The Hartford and entities operating on its behalf adhere to decisions rendered by the URS providers.
• PDDRP: As provided in the Applicant Guidebook, all registries are required to implement the PDDRP. The PDDRP provides a mechanism for a complainant to object to the registry operator’s manner of operation or use of the gTLD. The complainant files its objection with a PDDRP provider, who performs a threshold review. The registry operator has the opportunity to respond and the provider issues its determination based on the papers filed, although there may be opportunity for further discovery and a hearing. The Hartford participates in the PDDRP process as specified in the Applicant Guidebook.

Additional Measures Specific to Rights Protection. The Hartford provides additional measures against potentially abusive registrations. These measures help mitigate phishing, pharming, and other Internet security threats. The measures exceed the minimum requirements for RPMs defined by Specification 7 of the Registry Agreement and are available at the time of registration. These measures include:

• Rapid Takedown or Suspension Based on Court Orders: The Hartford complies promptly with any order from a court of competent jurisdiction that directs it to take any action on a domain name that is within its technical capabilities as a TLD registry. These orders may be issued when abusive content, such as child pornography, counterfeit goods, or illegal pharmaceuticals, is associated with the domain name.
• Anti-Abuse Process: The Hartford implements an anti-abuse process that is executed based on the type of domain name takedown requested. The anti-abuse process is for malicious exploitation of the DNS infrastructure, such as phishing, botnets, and malware.
• Authentication Procedures: Verisign, The Hartford’s selected backend registry services provider, uses two-factor authentication to augment security protocols for telephone, email, and chat communications.
• Registry Lock: The Hartford does not plan on using a Registry Lock at this time, but to the extent that it becomes necessary, The Hartford will contract with Verisign to provide the service pursuant to this section. This Verisign service allows registrants to lock a domain name at the registry level to protect against both unintended and malicious changes, deletions, and transfers. Only Verisign, as The Hartford’s backend registry services provider, can release the lock; thus all other entities that normally are permitted to update Shared Registration System (SRS) records are prevented from doing so. This lock is released only after the registrar makes the request to unlock.
• Antivirus Protection: The Hartford employs a leading enterprise Anti Virus vendor solution, which is updated and maintained for desktops, servers, and laptops. Holistically, a layered defense approach is applied to address malicious code before it impacts The Hartford’s environment. The first layer is at the perimeter and additional filtering occurs at other layers internally, all the way to the desktop. All antivirus definitions are managed centrally from The Hartfordʹs enterprise infrastructure support organization. Virus definitions are pushed to all client⁄server devices at least daily or more often as required. Furthermore, The Hartford regularly scans systems for technical vulnerabilities and generates a weekly report indicating the results of the scans. Vulnerabilities contained in the report are corrected with the appropriate patch or software update. Real-time scanning is enabled on all servers. Initial security vulnerability scans are run weekly and when new networks are created.
• DNSSEC Signing Service: Domain Name System Security Extensions (DNSSEC) helps mitigate pharming attacks that use cache poisoning to redirect unsuspecting users to fraudulent websites or addresses. It uses public key cryptography to digitally sign DNS data when it comes into the system and then validate it at its destination. The .THEHARTFORD gTLD is DNSSEC-enabled as part of Verisign’s core backend registry services.

3. RESOURCING PLANS

Resource Planning

The .THEHARTFORD Registry will be centrally managed by The Hartford’s IT Dept. The Hartford’s IP Unit and Security Dept. will assist the IT Dept., where necessary, to implement and administer any and all RPMs.

Resource Planning Specific to Backend Registry Activities

Verisign, The Hartford’s selected backend registry services provider, is an experienced backend registry provider that has developed a set of proprietary resourcing models to project the number and type of personnel resources necessary to operate a TLD. Verisign routinely adjusts these staffing models to account for new tools and process innovations. These models enable Verisign to continually right-size its staff to accommodate projected demand and meet service level agreements as well as Internet security and stability requirements. Using the projected usage volume for the most likely scenario (defined in Question 46, Template 1 – Financial Projections: Most Likely) as an input to its staffing models, Verisign derived the necessary personnel levels required for this gTLD’s initial implementation and ongoing maintenance. Verisign’s pricing for the backend registry services it provides to The Hartford fully accounts for cost related to this infrastructure, which is provided as Line IIb.G, Total Critical Registry Function Cash Outflows, within the Question 46 financial projections response.

Verisign employs more than 1,040 individuals of which more than 775 comprise its technical work force. (Current statistics are publicly available in Verisign’s quarterly filings.) Drawing from this pool of on-hand and fully committed technical resources, Verisign has maintained DNS operational accuracy and stability 100 percent of the time for more than 13 years for .com, proving Verisign’s ability to align personnel resource growth to the scale increases of Verisign’s TLD service offerings.

Verisign projects it will use the following personnel roles, which are described in Section 5 of the response to Question 31, Technical Overview of Proposed Registry, to support the implementation of RPMs:
• Customer Affairs Organization: 9
• Customer Support Personnel: 36
• Information Security Engineers: 11

To implement and manage the .THEHARTFORD gTLD as described in this application, Verisign, The Hartford’s selected backend registry services provider, scales, as needed, the size of each technical area now supporting its portfolio of TLDs. Consistent with its resource modeling, Verisign periodically reviews the level of work to be performed and adjusts staff levels for each technical area.

When usage projections indicate a need for additional staff, Verisign’s internal staffing group uses an in-place staffing process to identify qualified candidates. These candidates are then interviewed by the lead of the relevant technical area. By scaling one common team across all its TLDs instead of creating a new entity to manage only this proposed gTLD, Verisign realizes significant economies of scale and ensures its TLD best practices are followed consistently. This consistent application of best practices helps ensure the security and stability of both the Internet and this proposed gTLD, as Verisign holds all contributing staff members accountable to the same procedures that guide its execution of the Internet’s largest TLDs (i.e., .com and .net). Moreover, by augmenting existing teams, Verisign affords new employees the opportunity to be mentored by existing senior staff. This mentoring minimizes start-up learning curves and helps ensure that new staff members properly execute their duties.