Q: Given the issues with unreliable search and record‑management functions, including duplicate results and limitations with merge/unmerge, what progress has been made to address these problems?
A: The unmerge workflow is currently under development. This work was previously dependent on onboarding the new Service Desk vendor; however, due to contracting timelines, the Project has moved forward with development of the technical components of the unmerge workflow.
Technical testing will be completed, and the timing will be confirmed. Once the new Service Desk vendor begins onboarding in early October, the Project will work with the vendor to validate the end-to-end unmerge ticketing process, including routing, assignment, notifications, and the ability to support the targeted 48-hour SLA.
The Project deployed additional enhancements and refinements to the Civica Search tool in the Production Simulation environment at the end of August 2026, including enhancements to the “AND/OR” search criteria. The Project continues to refine search functionality based on testing results and county feedback.
Technical testing will be completed, and the timing will be confirmed. Once the new Service Desk vendor begins onboarding in early October, the Project will work with the vendor to validate the end-to-end unmerge ticketing process, including routing, assignment, notifications, and the ability to support the targeted 48-hour SLA.
The Project deployed additional enhancements and refinements to the Civica Search tool in the Production Simulation environment at the end of August 2026, including enhancements to the “AND/OR” search criteria. The Project continues to refine search functionality based on testing results and county feedback.