Frequently Asked Questions
Regional User Groups (RUGs)
Q: What is the time study coding for Production Simulation activities?
A: Counties should use the existing time study coding they use for project-related activities.
Q: Are there penalties for counties that cannot meet the minimum Production Simulation testing requirement due to limited staff or other commitments?
A: Meeting the requirement is an expectation rather than a penalty-based requirement. Refer to the applicable All County Letter (ACL) for guidance on extenuating circumstances.
Q: What is a "core user" as referenced in the All County Letter (ACL)?
A: Counties identify their own "core users" so that those users can be given access to the Production Simulation environment.
Q: The All County Letter (ACL) mentions 50% of core users, does this mean 50% of Super Users or 50% of all users?
A: The 50% referenced in the All County Letter (ACL) means 50% of all users, not 50% of Super Users.
Q: Will there be scenarios available to assist users with Production Simulation?
A: Yes. End User Scenario Testing (EUST) 3 scenarios will be provided to users to support Production Simulation.
Q: What support will be provided during Production Simulation?
A: Production Simulation Support Office Hours will be offered on weekdays daily. Email support will be provided between 8am and 5pm on weekdays. Furthermore, support clinics will be made available to users to discuss key areas of functionality where clarity is needed.
Q: Will there be feedback channels during Production Simulation?
A: Yes, the Production Simulation Support Team will receive feedback from users and escalate to dedicated feedback channels.
Q: What ticketing tool will be used during Production Simulation to log incidents? If it is ServiceNow, will counties receive training, and if so, when?
A: At least during Phase 1, ServiceNow will be used for logging incidents for Tier 2 to work on. County/organization Tier 1 teams will be able to log tickets using the ServiceNow portal (CSM). Otherwise, county users who are not Tier 1 should reach out to their Tier 1 staff or contact Tier 2, and Tier 2 will log the ticket in ServiceNow. Tier 1 will receive dedicated overviews of how to create a ServiceNow incident.
Q: Will the Project provide additional guidance on expectations and activities for Production Simulation, beyond what is in the applicable All County Letter (ACL)?
A: Yes. The Project will provide additional information on Production Simulation expectations and activities to users closer to the start of Production Simulation.
Q: There appear to be inconsistencies in form functionality in both Adobe Experience Manager (AEM) and Word. How is the Project addressing this?
A: The differences between Adobe Experience Manager (AEM) XDP templates and Word templates have been communicated during trainings and office hours. If specific issues are still occurring, counties should provide details so the team can review them.