Child Welfare Digital Services (CWDS) has selected E.K. Associates to provide Service Desk support for resolving events, incidents, problems, and requests. CWDS envisions a new Service Desk support model that provides quicker response times to user problems with clear procedures for who to contact when service is unavailable. This new CWDS Service Desk will consist of both State and Contractor resources reporting to Zack Souza, CWDS Service Desk Manager.
CWDS expects the level of support to remain the same for Coexistent and Dedicated Counties. For Coexistent Counties, severity level 1 support will continue to be conducted by each organizations’ local IT support desk. For Dedicated Counties that do not have an existing local IT support desk, the new CWDS Service Desk will be implemented to provide severity level 1 and 2 support. The local IT support desk will refer unresolved CWS-CARES incidents to the new CWDS Service Desk for resolution.
CWS-CARES’ first code release, in March 2017, came six months before the selection and award of a system integrator, and two-to-three years before any working software would have occurred under the previous monolithic “waterfall” approach.
CWDS is pioneering the development and operation across a variety of environments to develop web/mobile applications, underlying technology platform, data architecture, and associated cloud infrastructure with diverse engineering teams utilizing an agile methodology based on the principles of user-centered design and iterative development. CWDS follows the practice of DevOps to provision, operate, and manage distributed application systems on the AWS elastic cloud infrastructure, and leverages free/open source technology including Java, Ruby on Rails, PostgreSQL. All code produced by the CWS-CARES project is licensed as open source.
PowerPoint presentation slides:
Agenda and Slide Deck
Recordings of the sessions are available on the CWDS YouTube channel:
January 9, 2018 Quarterly Stakeholder Forum Video
Morning Session - Afternoon Session
On January 2, 2018, Zack Souza joined OSI/CWDS as the Service Desk Manager on the CWS-CARES Project. As the Service Desk Manager, Zack leads a team of 24/7 service desk specialists providing top tier support to CWS-CARES users.
Previously, Zack worked for California Department of Public Health (CDPH) as an Application Support Manager supporting a nationwide application for health care evaluator nurse/surveyors. He has worked for State of California since 2012 and in the information technology field for 18 years.
Zack earned his Bachelor of Government from Sacramento State, and a Master of Business Administration from University of Phoenix. He is also a graduate of the Information Technology Leadership Academy (ITLA 22) class of 2014-15, and holds a Project Management Professional (PMP) certification.
When not at work, Zack serves as the District Director of Toastmasters District 39. District 39 is a 501C3 non-profit, spans northern California & northern Nevada, and serves 3,000 members. A Toastmaster since 2004, Zack has attained the Distinguished Toastmaster designation—the highest level of educational achievement in the organization. Please join us in welcoming Zack to the team.