From Cynthia Forland, chief information officer and assistant commissioner of the Workforce Information & Technology Services Division
Jan. 12, 2018

Several weeks ago, we shared the good news that our staff and our partners will be working with Monster as it develops and implements a replacement version of our current WorkSource case management system (Efforts to Outcomes or ETO).

As noted in that message, we expect to use the current system throughout 2018 as Monster develops and implements the new system based on input from our staff and partners. We will, however, be making some changes to the way we resolve issues in the current system to account for resources required for the development and implementation of the new system.

What does this mean to you? 
The Workforce Information and Technology Services (WITS) team will be taking ownership of the customer support function and development of the new WorkSource case management system moving forward. If you have issues with the current case management system, you will continue to follow the normal protocol for submitting tickets to the “WIT Tech Support Group” through our online Service Desk.

  • Work stoppage: If you have a work stoppage issue, call the WITS Service Desk. Callers local to the Olympia area can reach the Service Desk at 360-507-9700. Outside the Olympia area, call toll-free at 877-397-1212.
  • New functionality: We will not be able to pursue any new functionality or touchpoints in the ETO system. But that doesn’t mean we don’t want to hear your concerns. You will have opportunities to share ideas for the new system over the coming year.
  • Workflow issues/user-errors: We will review and triage these issues based on the level of effort involved and improvements in quality of data. We will continue to collect the issues as part of our ongoing process to make improvements in the new system, so please continue to submit tickets to “WIT Tech Support Group” through our online Service Desk.

 
We are updating the training aids and training videos to help users with common questions and problems and expect to complete that work by early February. Thank you to our team for continuing this great work!

What’s next with the new system? 
We have scheduled six “Voice of the Customer” sessions with frontline staff across the state. Workforce Development Council (WDC) directors, Workforce Services (formerly known as Employment Connections) regional directors and local administrators have designated individuals to invite to these initial sessions. 

We will schedule additional sessions with field and central office leadership and staff from both WDCs and EC in the near future. 

We’ll keep you updated on the status of this project on the Workforce Professionals site and through regular email updates. We will send a link to sign up for email updates shortly.

What if I have questions?

  • If you have a work stoppage, call the service desk. Callers local to the Olympia area can reach the Service Desk at 360-507-9700. Outside the Olympia area, call toll-free at 877-397-1212.
  • If you have questions about ETO, please submit a ticket to the “WIT Tech Support Group” through our online Service Desk.
  • If you have questions regarding the Voice of the Customer sessions, please contact Cindy Fulton in WITS.
  • If you have questions regarding this email, contact Christa Castanon in WITS.


Thank you again for your interest and support for our new WorkSource case management system!