Q: What training and preparation will county Help Desk teams receive to ensure they are ready to support users at Go‑Live?
A: County Help Desk teams will receive targeted guidance and training to ensure they are ready for Go‑Live. The project is defining clear roles for Tier 1, Tier 2, and Tier 3 support, and policies and procedures for local Tier 1 help desks are currently being developed. A new service desk vendor begins at the end of September, and counties will receive information to help them understand the transition and what support will look like during cutover and Go‑Live. The Production Simulation (Prod Sim) team will remain in place to assist throughout this period.
Counties can leverage built‑in CWS-CARES tools and ServiceNow, which will guide users through basic troubleshooting and route issues to live support when needed. Some counties will use local Tier 1 help desks, while others without local support will contact the project help desk directly.
A small SME huddle will be convened to finalize help desk procedures, and counties are invited to provide input through county leadership and CWDA to the Project.
Counties can leverage built‑in CWS-CARES tools and ServiceNow, which will guide users through basic troubleshooting and route issues to live support when needed. Some counties will use local Tier 1 help desks, while others without local support will contact the project help desk directly.
A small SME huddle will be convened to finalize help desk procedures, and counties are invited to provide input through county leadership and CWDA to the Project.