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.

A: The Train-the-Trainer (TTT) curriculum mirrors the Instructor-Led Training (ILT) curriculum, which includes an Administrator (Help Desk) course.

A: Yes. Service desk/help desk personnel have role-specific On-Demand courses. The recommended audience in the Instructional Design Maps indicates the ILT courses the CWS-CARES Team feels would support this group of people the best. However, you may choose to assign ILT courses that do not indicate service/help desk personnel as the target audience if you feel the content covered aligns with the tasks performed by the individual.

A: Yes, the EUST 3 feedback items have been compared against the feedback submitted during the first two EUST cycles as the Product Team reviewed each item. As part of our analysis, we reviewed the product backlog all three periods to identify recurring themes, confirm whether previously reported issues had been addressed, and assign appropriate determination type for each feedback item. We understand that some items may still appear during Production Simulation. In many cases, these items are already scheduled for updates in upcoming releases, are in progress, or require further validation to ensure the solution meets user expectations. Production Simulation is intended to provide counties with another opportunity to confirm whether previously reported items have been resolved and to surface anything that still needs attention. Our goal is to ensure counties feel heard and that feedback from all EUST cycles is thoroughly considered as we prepare for rollout.

A: Users were contacted to request the additional information needed to accurately triage and prioritize the issue. If no response was received, the item remained categorized as 'Unable to Replicate' because the project team could not reproduce the issue without further details.

A: Participation in the current phase of Production Simulation was based on whether users participated in EUST 3. Our goal for this phase was to start with users who are already familiar with the system’s navigation and processes, so they can help validate updates and identify any remaining issues efficiently. Additional phases of Production Simulation will expand participation to a wider tester group, allowing more users to provide feedback as we progress.

A: All feedback from Production Simulation and EUSTs follows the same process and is reviewed by the same team. All feedback is evaluated collectively alongside all other feedback received.

A: The Project is working on confirming timelines and a plan to support those counties. Once those are available, they will be released through a formal communication.

A: The Project will provide the option of both over-the-shoulder and virtual support to organizations post Go-Live. Implementation Leads will be coordinating with the organizations directly to understand what works best for them.

A: Yes, in All County Letter 18-47 CDSS encourages counties to work with their contract and procurement offices to incorporate language into any vendor contracts for external systems that may allow for flexibility to modify and/or terminate contracts as appropriate as the statewide functionality is developed and fully implemented in CWS-CARES.